Customer Support Team Lead

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

📋 Description

• Oversee the daily operations of the customer support team for North America.

• Handle an active caseload as a product specialist and act as the main escalation point for critical regional customer concerns.

• Participate in an on-call rotation approximately every 4–6 weeks with other US-based team members.

• Lead, mentor, and nurture a small team through consistent one-on-one meetings and coaching sessions.

• Manage the onboarding and training initiatives for new team members.

• Supervise the daily queue status, ensure SLA compliance, and track team KPIs such as CSAT and response times.

• Enhance support procedures and maintain the Knowledge Base.

• Work collaboratively with Regional Support, Customer Success, Professional Services, and Product teams to address escalations and ensure timely resolution of cross-functional issues.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Support within SaaS or enterprise software environments.

• At least 2 years of experience managing teams or taking on informal leadership roles within a Support organization.

• Proficiency in Salesforce administration or similar highly customizable software is essential.

• Practical experience in troubleshooting enterprise authentication issues, including SSO, MFA, and access management protocols.

• Demonstrated ability to manage an active support caseload while also enhancing team operations and performance.

• Strong analytical abilities and familiarity with support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk).

• Excellent proactive communication and skills in cross-functional collaboration.

• Knowledge of AI-driven support tools, knowledge management, and proactive support strategies is preferred.

• A Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field is preferred.

🏝️ Benefits

• 401(k) plan with company matching.

• Paid parental leave.

• Comprehensive health, dental, and vision insurance coverage.

• Monthly stipend for internet and mobile phone expenses.

• Flexible PTO and a remote-first work environment.

• Opportunities for professional development and leadership training.