Open to opportunities

Chad Jorre

@chadjorre

Experienced SaaS Support Team Lead with expertise in customer support operations, team leadership, technical troubleshooting, and service delivery.

Philippines

Message

What I'm looking for

I’m looking to lead SaaS support operations where I can improve CSAT, SLA compliance, and first-response times through coaching, incident management, and process optimization—while partnering closely with Engineering, Product, and Customer Success to deliver reliable resolutions.

SaaS Support Specialist

Technical Support

Data Entry

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Atox Business Solutions Inc

Sep 2019 - Present (6 years 10 months)

Led and mentored a team of technical support specialists serving SaaS customers across multiple regions. Monitored support KPIs, managed complex customer escalations with cross-functional teams, and improved processes through knowledge base updates, onboarding, and performance reviews.

Team Leadership Coaching Mentoring KPIs CSAT Customer Escalation Management Cross Functional Collaboration Process Improvement Onboarding Performance Reviews Reporting Zendesk Slack Jira Salesforce Google Workspace

Senior Support Associate | Tier 2

Atox Business Solutions Inc

Feb 2019 - Sep 2019 (7 months)

Served as a Senior Support Associate (Tier 2), providing higher-level SaaS customer support between Feb 2019 and Sep 2019.

SAAS Customer Support Technical Troubleshooting Customer Escalation Management Zendesk Jira

Support Associate | Tier 1

Atox Business Solutions Inc

Jul 2017 - Feb 2019 (1 year 7 months)

Served as a Support Associate (Tier 1), providing initial SaaS customer support from Jul 2017 to Feb 2019.

SAAS Customer Support Technical Troubleshooting Zendesk

Tier 1 (Technical Support Representative)

24/7 Philippines Inc

Jul 2015 - Jul 2017 (2 years)

Provided Tier 1 technical support for internet, telephone, and network connectivity services from Jul 2015 to Jul 2017.

Technical Support Broadband Connections Routers Voice Services

Tier 2 (Technical Support Representative)

Convergys Philippines, Inc.

Nov 2013 - Jul 2015 (1 year 8 months)

Provided technical support to customers via email, chat, phone, and ticketing systems and troubleshot software-related issues from Nov 2013 to Jul 2015.

Technical Support Customer Support Email Support Chat Support Phone Support Ticketing Systems Feature Inquiries

Education

Degrees, certifications, and relevant coursework

Mindanao State University - Iligan Institute of Technology

Bachelor of Science, Engineering Technology Management

Earned a Bachelor of Science in Engineering Technology Management at Mindanao State University – Iligan Institute of Technology, graduating in March 2013.