Team Lead, Customer Support

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

📋 Description

• Lead, mentor, and nurture a team of customer support engineers.

• Ensure prompt ticket resolution and adherence to SLA standards.

• Encourage knowledge sharing among team members.

• Foster customer engagement through live communication channels instead of email.

• Manage enterprise clients that require advanced expertise.

• Provide constructive feedback and develop tailored improvement plans.

• Cultivate a positive, collaborative, and high-performance team culture focused on continuous improvement.

• Guarantee high-quality support, prompt issue resolution, and customer satisfaction.

• Address customer escalations by delivering timely and accurate solutions.

• Collaborate with the regional manager to respond to dissatisfied customer feedback, aiming to enhance loyalty and mitigate churn risks.

• Work alongside product development and engineering teams to resolve customer issues.

• Collaborate with professional services and customer success teams when necessary.

• Relay customer feedback and insights to internal stakeholders.

• Act as the main point of contact for escalated customer issues within the team.

• Coordinate with global support teams regarding cross-regional escalations.

• Ensure that solutions, best practices, and common issues are recorded in the knowledge base.

• Monitor daily case trends and provide actionable operational insights.

• Oversee case assignments to maintain balanced workloads and efficient resolutions.

• Assist in the escalation of cases and the allocation of suitable resources.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a similar field; or equivalent experience.

• Extensive experience in customer support, including leadership roles in senior technical teams and junior support leaders.

• In-depth knowledge of cryptography and PKI solutions.

• Demonstrated ability to manage complex projects and multiple priorities.

• Strong analytical skills with experience in support metrics and data analysis.

• Capable of effectively leading and mentoring teams.

• Excellent communication and interpersonal skills.

• Proficient in handling escalations and resolving conflicts.

• Familiarity with ITIL or NIST frameworks and support processes.

• Professional or Technical certifications in support, such as Certified Support Professional (CSP), Customer Service Manager (CSM), ITIL Foundation, or Security+, are preferred.

🏝️ Benefits

• Second Fridays: a company-wide day off on the second Friday of each month, excluding November and December; this benefit is subject to change.

• Comprehensive global benefit coverage.

• Paid Parental Leave, structured in accordance with regional/government requirements.

• Extensive adoption and fertility support.

• Competitive time off policies worldwide.

• Employee-focused ambassadors through Key Contributors & Culture Committees.

• Commitment to DIVERSITY supporting an inclusive and diverse future.

• Keyfactor Alliance Program that backs DEIB initiatives.

• Wellbeing resources available to all employees.

• Wellness allowance for personal health activities.

• Complimentary membership for a mindfulness app.

• Wellness Wednesdays to promote employee health.

• Global Volunteer Day for community engagement.

• Company matching for non-profit contributions.

• Three paid volunteer days off.

• Monthly talent development and cross-functional meetings that support professional growth.

• Regular All Hands meetings followed by team gatherings.

• Opportunities for both personal and professional development.

• An entrepreneurial environment that balances autonomy with structure.