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AI Summary
Head of Support (Philippines, Remote)
About Guardhouse
Guardhouse is a global, cloud-based SaaS platform built for the security workforce industry. We support over 600 customers worldwide with workforce management, compliance, and operations software designed specifically for security companies.
With strong traction across Australia, the UK, and growing expansion into the United States, Guardhouse is entering its next phase of scale. We are building a high-performance global team to support this growth, with a focus on operational excellence and customer experience.
The Role
We are hiring a Head of Support (Philippines-based, remote) to lead and scale our global customer support function.
This role will start by managing an existing team of 4 support staff, working remotely based in the Philippines, and will be responsible for building the structure, processes, and team required to deliver high-quality 24/7 global support as the business scales.
This is a hands-on leadership role — you will be directly involved in support operations while also designing and implementing systems to improve efficiency, quality, and customer outcomes.
You will play a critical role in shaping how Guardhouse supports its customers globally.
Key Responsibilities
Team Leadership & Scaling
- Manage, mentor, and develop a team of 4 support staff
- Hire and scale the team for 24/7 coverage
- Establish structure and shift planning
Support Operations
- Own day-to-day support across channels
- Ensure SLAs are met
- Manage escalations and workflows
Process & Systems
- Build scalable processes
- Optimize tools and documentation
Quality & Performance
- Track CSAT, response and resolution times
- Implement QA and coaching
Customer Experience
- Act as voice of customer
- Work with Product and Engineering
Strategic Development
- Build roadmap for global support
- Implement self-service and automation
Requirements
- 5–10+ years in SaaS support
- Experience managing teams
- Strong communication skills
- Experience with tools like HubSpot, Jira, Claude
- Strong operational mindset
What Success Looks Like
- 24/7 support coverage
- Improved CSAT and response times
- Strong processes and documentation
- High-performing team
Location
Philippines (Remote)
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