Customer Support Team Lead

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

📋 Description

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

• Propel regional operational excellence and guarantee a smooth, uniform customer experience.

• Coach and nurture Customer Support Engineers.

• Collaborate with cross-functional teams to ensure support cases align with organizational service levels.

• Handle an active caseload as a subject matter expert.

• Act as the primary escalation point to resolve critical customer issues in the region directly.

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

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

• Manage onboarding and training initiatives.

• Monitor daily queue health, SLA compliance, team KPIs, CSAT, and response times.

• Enhance support processes and maintain the Knowledge Base.

• Collaborate with Regional Support, Customer Success, Professional Services, and Product teams to escalate issues and ensure prompt resolutions.

⛳️ Requirements

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

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

• Proficient in Salesforce administration or highly customizable software – Required.

• Hands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.

• Demonstrated ability to handle an active support caseload while contributing to team operations and performance.

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

• Excellent proactive communication and collaboration skills across functions.

• 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 field – 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.