Enterprise Support Team Lead

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

📋 Description

• Lead, mentor, and cultivate a team of Support Specialists.

• Establish clear expectations, accountability, and support mechanisms for the team.

• Deliver coaching, constructive feedback, and conduct performance evaluations.

• Recognize training requirements and facilitate or organize onboarding, training, and knowledge-sharing initiatives.

• Oversee daily operational performance, particularly for enterprise accounts.

• Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs) including response times, resolution times, customer satisfaction (CSAT), and backlog levels.

• Serve as the primary contact for large enterprise customers across various locations and countries.

• Plan and execute hypercare support for newly onboarded clinics and groups.

• Coordinate hypercare coverage with the Onboarding and Implementation teams.

• Conduct regular weekly and monthly meetings with enterprise customers.

• Manage customer communication during escalations, incidents, and high-touch interactions.

• Act as the primary escalation point for complex, high-impact, or urgent support issues.

• Coordinate internal responses with Product, Engineering, and Customer Success teams.

• Advocate for enterprise customer needs in cross-functional discussions.

• Convey customer feedback and recurring issues to relevant stakeholders.

• Report to the Head of Support regarding team performance, SLAs, escalations, risks, and trends.

• Review tickets and incidents to determine root causes and identify opportunities for improvement.

• Prepare data-driven reports on support performance.

⛳️ Requirements

• Willingness to work during UK hours, preferably based in the UK or elsewhere in the EU.

• Proven experience in managing relationships with enterprise customers.

• Ability to build strong relationships with key customer stakeholders confidently.

• Extensive performance management experience, demonstrated by a history of meeting and exceeding KPIs across a large team.

• Familiarity with Intercom or similar ticket management systems.

• Preferred experience in the veterinary industry, although it is not essential.

• Ideal candidates will have experience in a rapidly growing, global SaaS company.

🏝️ Benefits

• Competitive salary and comprehensive benefits.

• Opportunities for learning and professional development.

• Access to the tools you need and enjoy using.

• Regular company events.

• Remote-first work model.

• Flexible working hours during UK time.