Customer Support Team Lead

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

📋 Description

• Lead, mentor, and oversee a global/offshore CSR team to ensure the delivery of consistent, high-quality customer support.

• Manage a team of resources and align their activities and objectives with the business goals of the organization.

• Conduct regular one-on-ones, performance evaluations, coaching sessions, and skills development training.

• Monitor and report on essential support metrics, including SLA, FCR, CSAT, backlog, and productivity.

• Collaborate with the Customer Success team to align on customer health, adoption, renewal risks, and proactive support opportunities.

• Analyze trends in support requests to enhance documentation, product functionality, and internal processes.

⛳️ Requirements

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

• 3-5+ years of experience managing or leading a support or service delivery team.

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

• Excellent communication skills, both written and verbal, in English.

• Proficiency in additional languages such as Spanish, French, or German is highly desirable.

• Experience in supporting or administering ERP platforms (e.g., NetSuite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud).

• Strong communication skills with the capability to coach both technical and non-technical support personnel.

• Proven ability to manage performance using operational metrics and KPIs.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options