Support Manager

MSPbots.ai

Support Manager overseeing and developing cross-regional support teams for a B2B SaaS platform. Focused on strategy, operations, and client engagement across Asia and US.

Posted 7/8/2026full-timeRemote • 🇵🇭 PhilippinesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing cross-regional support teams while owning support KPIs and SLAs. Proficient in managing complex escalations and improving support processes through data-driven insights and AI-assisted tools.

Highest-signal resume keywords

Technical Support LeadershipCross-Regional Team ManagementKPI and SLA OwnershipAI-Driven Support ToolingClient-Facing Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSupport Function StrategyKPI ManagementSLA ManagementData AnalysisBusiness Acumen

Soft Skills

MentoringCommunicationProblem-Solving

Tools & Technologies

AI-Assisted Support Tools

Industry Keywords

Support SOPsTicket WorkflowsBacklog ManagementCSAT

About the role

Key responsibilities & impact

Own the strategy and roadmap for the support function across Asia and US
Lead, mentor, and develop a cross-regional support team of 6
Own support KPIs and SLAs—response time, resolution time, CSAT, and backlog health
Act as the primary point of escalation for complex or high-severity issues
Communicate directly with clients on escalated matters
Own and continuously improve support SOPs, playbooks, ticket workflows, and onboarding
Manage shift coverage and workload distribution across time zones
Champion the adoption of AI-assisted support tools
Track recurring issues, surface trends and root causes

Requirements

What you’ll need

7+ years in technical support, with 4+ years in a support leadership role directly managing teams
Demonstrated track record building and scaling support functions—not just running them
Proven experience managing distributed or cross-regional teams
Seasoned escalation owner, comfortable owning executive- and client-facing communication in high-severity situations
Excellent written and verbal English communication skills
Hands-on familiarity with AI-driven support tooling
Strong data and business acumen

Benefits

Comp & 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