We're looking for a Support Manager!
Position Overview
We are seeking a seasoned Support Manager to lead our combined Asia and US support teams — a total of 6 support staff — for our B2B SaaS platform serving managed service providers (MSPs). This is a senior leadership role responsible for the strategy and operations of the support function: setting the direction for service quality across both regions, owning the escalation path end to end, and serving as a trusted, client-facing point of contact for high-stakes situations. The ideal candidate is an experienced support leader who has managed distributed teams, operates with strong autonomy and judgment, and brings a modern, AI-forward approach to scaling support.
🌐 Work Setup: Remote (Philippine-based only)
🌙 Work Schedule: 8:00 PM – 5:00 AM Philippine Time
Key Responsibilities
- Support Strategy: Own the strategy and roadmap for the support function across Asia and US, defining how the team scales, matures, and delivers consistently as the business grows.
- Team Leadership: Lead, mentor, and develop a cross-regional support team of 6 across the Asia and US offices; grow bench strength; develop team leads; and set clear performance expectations and operating cadences.
- Performance & Metrics: Own support KPIs and SLAs—response time, resolution time, CSAT, and backlog health—and report on them regularly to operations leadership.
- Escalation Management: Act as the primary point of escalation for complex or high-severity issues, driving them to resolution and coordinating with engineering, product, and other teams as needed.
- Client Engagement: Communicate directly with clients on escalated matters, status updates, and relationship-sensitive situations, representing the company professionally.
- Process & Quality: Own and continuously improve support SOPs, playbooks, ticket workflows, and onboarding to ensure consistency across both regions.
- Coverage & Scheduling: Manage shift coverage and workload distribution across time zones so clients receive timely support throughout the day.
- AI-Enabled Support: Champion the adoption of AI-assisted support tools (e.g., ticket triage, sentiment analysis, deflection, and drafting) and help refine them based on frontline needs.
- Continuous Improvement: Track recurring issues, surface trends and root causes, and feed insights back to product and engineering to reduce ticket volume over time.
Required Qualifications
- 7+ years in technical support, with 4+ years in a support leadership role directly managing teams; experience managing team leads or a multi-team structure is a strong plus.
- Demonstrated track record building and scaling support functions—not just running them—including setting strategy, standing up processes, and improving team maturity over time.
- Proven experience managing distributed or cross-regional teams; direct experience across Asia and US (or comparable multi-region setups) is strongly preferred.
- Seasoned escalation owner, comfortable owning executive- and client-facing communication in high-severity, high-stakes situations with minimal oversight.
- Excellent written and verbal English communication skills, with the polish and confidence to engage clients directly across the US, EU, and APAC.
- Hands-on familiarity with AI-driven support tooling and a clear point of view on how to apply AI to improve support outcomes at scale.
- Strong data and business acumen — owns support metrics and SLAs and can translate them into operational and strategic decisions.
Preferred Qualifications
- Background working with or within a managed service provider (MSP), or supporting MSP clients.
- Experience with PSA/ticketing platforms (e.g., HaloPSA) and support/ops tooling.
- Comfortable working across multiple regions and time zones; additional language skills relevant to the team are a plus.
- Experience defining SOPs and standing up scalable support processes.
What Success Looks Like
Within the first 90 days, the Support Manager will have established a clear operating rhythm across both teams, taken full ownership of the escalation path, and driven measurable improvement in at least one core support metric—laying the foundation for a consistent, high-quality, AI-enabled support function across Asia and the US.
About MSPbots
MSPbots is a US-based AI company that builds intelligent automation tools for Managed Service Providers (MSPs) worldwide—helping IT businesses work smarter by automating workflows, surfacing real-time data, and eliminating manual work. You'll join a lean, high-performing marketing team, work directly with US-based leadership, and have real visibility into the pipeline you help build.
Benefits & Perks
- HMO Reimbursement — $100/month
- Life Insurance Allowance — $20/month
- Dental & Vision Reimbursement — Dental ($20/month) + Vision ($4/month)
- 15 PTO credits per year (convertible to cash if unused)
- Training & Learning Reimbursement — up to $30/month
- US Holiday Pay
- Remote work flexibility
- Opportunities for growth in a fast-moving AI company
- And more
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Ready to Lead with Impact?
If you're a strong communicator, problem-solver, and people leader who’s passionate about client success, we want to hear from you. Apply now, and let’s build smarter, faster support—together.
