TvStartup Inc.
Job Overview We are looking for an experienced Technical Support Manager to lead our support operations and serve as a key bridge between our customers, support team, project managers and software development team. Our company develops and supports custom web applications, mobile applications, software integrations and ongoing client-driven technology projects. The Technical Support team is responsible for assisting users of our software platform, troubleshooting technical issues, managing client communications, and ensuring customer success throughout the lifecycle of our projects. This is not a traditional call center management role. We are seeking a leader who understands technology, software products and project delivery while also excelling at coaching staff, managing performance, handling escalations and maintaining accountability across teams. The ideal candidate combines strong people-management skills with technical aptitude and organizational excellence. You will oversee the support team, act as the highest escalation point for complex customer issues, coordinate closely with Project Managers and the Web/App Development team and help ensure projects and support operations run smoothly. Key Responsibilities Lead, coach, mentor and develop a team of Technical Support Representatives, fostering a culture of accountability, professionalism, and continuous improvement. Manage team performance, productivity, quality standards, customer satisfaction metrics and overall operational effectiveness. Serve as the primary escalation point for difficult customer situations, complex technical issues and high-priority cases requiring advanced troubleshooting and resolution. De-escalate challenging customer interactions and work proactively to maintain strong client relationships. Provide oversight and coordination with the Project Management team to ensure project requirements, timelines and client expectations are aligned. Collaborate closely with Web Developers, App Developers, QA personnel, and Project Managers regarding software issues, bug tracking, feature requests, releases and project deliverables. Review support trends and recurring technical issues, helping identify opportunities for product and process improvements. Participate in project planning discussions and contribute operational insight regarding customer impact, support readiness and implementation requirements. Ensure proper documentation, knowledge management, escalation procedures and support workflows are maintained. Monitor project progress and support activities to ensure accountability across teams and successful project outcomes. Preferred Background \& Qualifications Minimum 5 years of experience in technical support, customer success, software implementation, or related technical operations. At leat 3 years of leadership experience managing support teams in a BPO, SaaS, software development or technology-focused environment. Familiarity with Android and iOS mobile application projects, WordPress websites, custom web development projects and software deployment processes. Working knowledge of web and mobile development workflows, including the ability to communicate effectively with developers regarding bugs, feature requests, releases, testing and project requirements. Experience coordinating with development teams in an Agile environment and understanding the software development lifecycle (SDLC) is highly preferred. Background in the video technology, video production, video streaming, digital media, or related industries is a strong plus Familiarity with project management and ticketing platforms such as Jira and similar tools Ability to understand technical issues beyond the first-line support level and effectively communicate with developers regarding bugs, enhancements and system requirements. Proven success in coaching employees, managing performance, driving accountability and handling difficult customer situations. Excellent organizational, communication, problem-solving and conflict-resolution skills. Excellent written and verbal English communication skills. Must have own equipment (laptop/PC), reliable high-speed internet, appropriate back up solutions and a dedicated home office workspace. Pay: Php50,000\.00 - Php100,000\.00 per month Benefits Pay raise Work from home Work Location: Remote
TvStartup Inc.
