Head of Support
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 ā 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
5ā10+ 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)
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 ā 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
5ā10+ 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)