*THIS POSITION IS CURRENTLY FOR MANPOWER POOLING*
Are you a hands-on support leader who thrives in a fast-paced SaaS environment? Do you know how to inspire teams, manage performance, and turn customer issues into opportunities for loyalty?
MSPbots is looking for a Support Manager to take ownership of our growing support team. In this role, you'll drive day-to-day operations, elevate our customer experience, and play a key role in scaling our client success strategy.
Work Setup: Hybrid (1–2 days onsite in a month) - 10th floor, IBP Tower, Jade Dr, Ortigas Center, Pasig, 1605 Metro Manila
Schedule: Monday–Friday from 9 PM–6 AM PHT (8 AM–5 PM CDT) | Fixed Rest Days: Sat–Sun
What You’ll Be Doing
- Lead the front-line support team and manage daily ticket triage, prioritization, and resolution
- Monitor SLA compliance, first response and resolution times, and agent productivity
- Handle escalations with empathy and urgency, ensuring top-tier customer satisfaction
- Build and improve processes, documentation, and knowledge base resources
- Coach, mentor, and develop support agents for continuous growth
- Collaborate with Client Success, Onboarding, and Product teams to flag trends and resolve recurring issues
- Use MSPbots tools to identify automation opportunities and increase operational efficiency
- Track, report, and present weekly KPIs and performance metrics to the Head of Technical Delivery
- Participate in hiring, training, and onboarding new team members
- Foster a client-first culture of accountability, responsiveness, and service excellence
What We’re Looking For
- 5+ years in a support leadership role, ideally with a SaaS or B2B tech company
- Strong experience managing remote support teams
- Familiarity with support platforms like Zendesk, ConnectWise, or Autotask
- Excellent English communication skills—both written and verbal
- Data-driven and performance-oriented, with a knack for using KPIs to guide improvements
- Comfortable working in a US time zone or overlapping with US leadership
- Tech-savvy and experienced with troubleshooting integrations, APIs, or automation tools
- Working technical knowledge in SQL
- Bonus: Experience in the MSP or IT services industry
Why Join MSPbots?
- Be part of a fast-growing, innovation-driven company
- Work with cutting-edge AI and automation tools
- Enjoy a supportive, client-focused team culture
- Competitive salary and performance-based rewards
- Work hybrid from our Ortigas office
- Paid US holidays, PTO, and healthcare reimbursements
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.
Top Skills
What We Do
MSPbots is the market leader in proactive intelligence solutions for MSPs. Providing customized BI widgets, dashboards, and innovative apps to streamline daily responsibilities. With our solutions, we generate trackable metrics, send instant messages with issue explanations and resolution steps, and escalate recurring issues to managers for immediate action. MSPbots is dedicated to providing data-driven process automation to enable the growth and scalability of MSPs.
To learn more visit https://MSPbots.ai/.
