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.

• Handle an active caseload as a product expert and act as the main escalation point for critical customer issues in the region.

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

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

• Manage onboarding and training initiatives.

• Monitor daily queue health, ensure SLA compliance, and track team KPIs such as CSAT and response times.

• Streamline support processes and maintain the Knowledge Base.

• Work in collaboration with Regional Support, Customer Success, Professional Services, and Product teams to escalate issues and guarantee timely resolutions.

• Promote regional operational excellence and deliver a seamless and consistent customer experience.

⛳️ Requirements

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

• More than 2 years of experience in managing teams or informal leadership roles within a Support organization.

• Required experience with Salesforce administration or highly customizable software.

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

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

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

• Exceptional proactive communication and cross-functional collaboration skills.

• Preferred familiarity with AI-powered support tools, knowledge management, and proactive support strategies.

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

🏝️ Benefits

• 401(k) plan with company match.

• 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.

• Professional development and leadership training.