Team Lead, Customer Support

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

📋 Description

• Act as the pioneering regional hire for the Singapore support team, spearheading local expansion and recruitment initiatives.

• Develop and instill Tailscale’s company culture and operational standards within the new Singapore area.

• Oversee daily support operations for a team of 8-10 Tier 1 and Tier 2 Support Engineers.

• Direct the hiring, onboarding, technical mentoring, and career development for all direct reports in the region.

• Organize in-office time to promote team collaboration, create a local office atmosphere, and assist new employees.

• Manage the regional support queue to ensure adherence to SLA/SLOs, emphasizing APAC-specific tickets and collaborating on global queue health.

• Serve as an internal escalation point for both intricate technical issues and challenging customer situations.

• Collaborate with the VP of Customer Engineering to align the regional team's outcomes with the overall global strategy.

• Evaluate regional support data and customer feedback (CSAT) to identify trends and insights for leadership.

• Enhance support workflows and internal tools in partnership with Support and CX Operations.

• Perform regular quality assurance reviews on tickets to uphold high technical accuracy and a consistent brand voice.

⛳️ Requirements

• Over 6 years of experience in a technical support role within a SaaS environment.

• More than 2 years of experience in a leadership, management, or formal mentoring role.

• Demonstrated experience in building teams or establishing operational processes in a new region or startup environment.

• Strong technical background in networking fundamentals (TCP/IP, DNS, firewalls, and routing).

• Proficient in networking and security concepts (k8s experience is a plus).

• Familiarity with identity management and SSO integrations such as Okta, Azure AD, and Google.

• Previous experience in providing support to customers across various operating systems (Linux, MacOS, Windows, etc.).

• Proven capability to manage and enhance support workflows across processes and tools.

• Data-driven mindset with the ability to monitor and respond to metrics like CSAT, TTFR, and TTR.

• Exceptional communication skills for translating technical concepts to both customers and internal stakeholders.

• Ability to excel in a fast-paced environment while juggling multiple competing priorities.

🏝️ Benefits

• An inclusive, flexible environment where you can be your authentic self.

• A competitive total compensation package.

• Comprehensive group benefits with no waiting period.

• Remote-first company.

• Connect with other Tailscalars in real life.

• Support for your personal and professional development.

• Paid time off and a healthy work-life integration.

• A build-your-own home office setup.

• Generous parental leave program starting from your first day.