Customer Support Team Lead

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

📋 Description

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

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

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

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

• Manage the onboarding and training initiatives.

• Supervise daily queue health, ensure compliance with SLAs, and drive team KPIs such as CSAT and response times.

• Enhance support processes and maintain the Knowledge Base.

• Work collaboratively with Regional Support, Customer Success, Professional Services, and Product teams to escalate customer or product concerns and guarantee prompt resolution.

⛳️ Requirements

• More than 5 years of experience in Customer Support for SaaS or enterprise software.

• At least 2 years of experience managing teams or holding informal leadership positions within a Support organization.

• Experience with Salesforce administration or significantly customizable software – Required.

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

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

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

• Exceptional proactive communication and cross-functional collaboration abilities.

• Familiarity with AI-driven support tools, knowledge management, and proactive support strategies – Preferred.

• Bachelor's degree or equivalent experience in Technology, Business, Management, or a related discipline – Preferred.

🏝️ Benefits

• 401(k) plan with company matching.

• Paid parental leave.

• Comprehensive health, dental, and vision insurance.

• Monthly stipend for internet and mobile phone expenses.

• Flexible PTO and a remote-first work environment.

• Opportunities for professional development and leadership training.