TL;DR

Technical Support Manager (Customer Support): Managing and scaling technical support teams and overseeing ticket queue and SLA management using Zendesk with an accent on efficient ticket distribution and timely resolution. Focus on leadership in a fast-paced SaaS or travel-tech environment and maintaining high-quality support during peak periods.

Location: 100% Remote within the Philippines

Company

Hostaway is a product company specializing in SaaS and travel technology solutions.

What you will do

  • Oversee efficient distribution and timely resolution of support tickets via Zendesk.
  • Manage queue and SLA to ensure prompt initial responses and consistent follow-ups.
  • Lead and scale technical support teams in a fast-paced environment.
  • Maintain high-quality support during high-volume periods.

Requirements

  • Must be located in the Philippines as the role is 100% remote within the country.
  • Proven leadership experience managing technical support teams.
  • Experience in SaaS or travel-tech environments.
  • Familiarity with Zendesk and SLA management.
  • English proficiency at least B2 level (implied by job language).

Culture & Benefits

  • Fully remote work from anywhere within the Philippines.
  • Flexible work environment (home office, co-working space, etc.).
  • No physical office presence required.