Off Hours Support Team Lead (SaaS) | PH
Description We are looking for an experienced and proactive leader to oversee our Off-Hours Product Support team. This role is ideal for someone who is highly detail-oriented, an exceptional communicator, and skilled at guiding teams through fast-paced customer support environments. As the Off-Hours Support Team Lead, you will ensure that every customer inquiry received outside standard business hours is handled with urgency, accuracy, and professionalism. In this leadership role, you will manage team performance, optimize workflows, and serve as the primary escalation point for complex or critical issues. You will play an essential part in driving service quality, team engagement, and operational excellence across our support function. What You’ll Lead & Achieve
- Lead, mentor, and coach a team of Off-Hours Support Analysts to ensure high performance, alignment, and engagement.
- Oversee triaging of customer inquiries, ensuring accurate severity assessment and timely response.
- Drive escalation management, particularly for Severity One issues, ensuring rapid internal escalation and clear communication to stakeholders.
- Ensure quality and consistency in customer communications, including use of help center resources and recommended solutions.
- Monitor team KPIs and SLAs, analyzing trends and implementing improvements to enhance customer experience.
- Partner cross-functionally with Product, Engineering, and Customer Success teams to surface customer insights and recurring issues.
- Own and refine off-hours support processes, documentation, and operational standards to optimize efficiency.
- Provide regular reporting on team performance, volume trends, and escalation metrics.
Attributes of a Great Team Lead Candidate
- Background in technology or B2B SaaS, with strong familiarity in customer-facing technical support environments.
- Proven leadership experience—leading teams, coaching individuals, and driving accountability.
- Excellent communication skills, with the ability to model and teach customer-centric communication practices.
- Strong sense of urgency and the ability to guide the team through high-pressure or time-sensitive situations.
- Problem-solver mindset, with the ability to assess issues quickly, make decisions, and provide clear direction.
- Customer-first approach, consistently advocating for customer needs while balancing internal processes.
Peak Support and our Work-from-Home PLUS model At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.
Requirements
Attributes of a great candidate:
- Experience in the technology industry or a B2B SaaS startup environment preferred
- You are a skillful communicator, and recognize the opportunity for every interaction to be a
- positive one
- You always have the customer’s needs in mind and always act with a sense of urgency
- Experience with some of the key software utilized by customer-facing groups:
- Zendesk or equivalent ticketing system Slack, Google Workspace or equivalent productivity tools
- Preferably with SaaS or Tech knowledge
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