Support Manager

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 zo