Customer Support Team Lead

This is a fully remote position, open to applicants in Norway.

📋 Description

• Lead, mentor, and supervise a regional Customer Support Representative team.

• Align team activities and objectives with the overarching business goals of the organization.

• Collaborate with customer support leadership, internal and external clients, and stakeholders.

• Work shifts that overlap with customers in Europe and North America.

• Conduct one-on-one meetings, performance assessments, coaching sessions, and skills development training.

• Recruit, onboard, and provide training for new team members.

• Encourage a positive, collaborative, accountable, and consultative support culture.

• Monitor and report on service level agreements (SLA), first contact resolution (FCR), customer satisfaction (CSAT), backlog, and productivity metrics.

• Prioritize tasks and manage support queues effectively.

• Implement quality assurance reviews and best practices for documentation.

• Address performance gaps through training initiatives and process updates.

• Act as the escalation point for high-impact or complex customer issues.

• Collaborate with Customer Success on customer health, adoption, renewal risks, and proactive support strategies.

• Partner with Product, Engineering, and Implementation teams on recurring issues and customer feedback.

• Analyze support request trends to enhance documentation, product functionality, and workflows.

• Own and refine standard operating procedures (SOPs), playbooks, and knowledge base articles.

• Support the rollout of new product features and ensure team readiness.

⛳️ Requirements

• Over 7 years of experience in SaaS support, customer success, or shared services roles.

• 3 to 5 years of experience in managing or leading a support or service delivery team, with a preference for offshore or distributed team experience.

• A graduate degree, preferably a Bachelor's in Software Engineering or a related field.

• Exceptional written and verbal communication skills in Norwegian and English.

• Additional language proficiency in Spanish, French, or German is a plus.

• Capacity to manage and participate in switchboard coverage rotation.

• Experience in supporting or administering ERP platforms such as NetSuite, SAP Business One, Odoo, Acumatica, Sage, or Oracle ERP Cloud.

• Strong communication skills to effectively coach both technical and non-technical support staff.

• Familiarity with case/ticket management systems such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or Salesforce.

• Proven ability to manage performance through operational metrics and key performance indicators (KPIs).

• Self-motivated with a structured approach to executing tasks.

• Initiative to incorporate AI tools into daily tasks and promote AI adoption across the team.

• Experience in implementing or supporting multi-module ERP environments is preferred.

• Basic knowledge of SQL queries, workflow configuration, or API troubleshooting is preferred.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to work with a global software company serving over 6,200 customers across more than 15 industries.

• Exposure to AI-driven performance tools and initiatives for adoption.

• Professional development opportunities through coaching, skills training, and onboarding responsibilities.