Core Competencies:
- Ethics. Works with integrity; Upholds organizational values
- Dependability. Follows instructions, and responds to management direction; results oriented and committed to achieving objectives and tasks as required
- Teamwork and Collaboration. Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively
- Professionalism. tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results
Job Overview:
You run the frontline support operation for B2B SaaS platform (legal and professional services practice management). You own the queue, the people, and the numbers. You keep response and resolution predictable, you coach Tier 1 reps, and you escalate issues with clean reproduction steps so Tier 2 and Engineering can act fast. This is an execution role, not a meeting role.
Key Responsibilities:
- Own the support queue (day-to-day execution)
- Maintain a clean, accurate queue, no stale statuses, no unassigned tickets, no silent backlog growth.
- Ensure every ticket has: correct priority (P0–P4), owner, next action, ETA, and customer update cadence.
- Drive tickets to closure, not just “first response.”
- Run triage, prioritization, and escalation quality
- Lead triage for new tickets, decide what stays in Tier 1 vs escalates to Tier 2 or Engineering.
- Enforce escalation standards, every escalation must include:
- summary, impact, steps to reproduce, expected vs actual, evidence, environment details, workaround tried, logs where relevant
- Ensure correct routing and tagging so escalations do not bounce.
- Coach, QA, and performance manage Tier 1 CSRs
- Onboard new reps using SOPs, macros, and shadowing.
- Run weekly QA reviews, score tickets for accuracy, clarity, and completeness.
- Provide corrective coaching, and enforce standards on ownership and communication.
- Identify underperformance early using numbers, document it, and drive improvement plans.
- Operational rhythm and handover discipline
- Run daily standups per shift, 10–15 minutes.
- Run daily shift handover, 15–30 minutes, written plus verbal when needed.
- Maintain an incident channel process for P0/P1 issues, coordinate updates with SG leadership.
- Knowledge base and deflection
- Convert repeat issues into SOPs, macros, and FAQ entries.
- Track top contact drivers weekly, propose fixes, training, or product feedback.
- Stakeholder communication (Singapore leadership)
- Provide clear weekly reporting, no fluff.
- Escalate risks early, backlog spikes, recurring incidents, customers at risk, process gaps.
- Maintain a rolling “hot accounts” list, with status and next actions.
Requirements:
- 3+ years in B2B SaaS support or ticket-based customer support
- 1+ year leading a frontline support team (Team Lead, Senior, or QA lead with people responsibilities)
- Strong written English, you can write customer updates and escalation summaries that are crisp and actionable
- Proven experience running a queue with SLAs, tagging discipline, and consistent follow-up
- Comfortable with shift work, and leading teams on UK-hour shifts if assigned
- Queue management, prioritization, and SLA discipline
- Troubleshooting fundamentals, reproduce, isolate, document, verify
- Coaching and performance management, feedback, QA, improvement plans
- Incident handling basics, severity triage, internal and external comms cadence
- Metrics literacy, you can run weekly reporting and explain what changed and why
