Technical Customer Support Team Lead

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

📋 Description

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

• Handle an active workload as a product expert and be the primary escalation contact for resolving critical regional customer issues.

• Participate in an on-call rotation every 4–6 weeks alongside 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 to foster team development and ensure operational consistency.

• Monitor daily queue health, guarantee adherence to service level agreements (SLAs), and drive key performance indicators (KPIs) such as customer satisfaction (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 timely resolutions.

⛳️ Requirements

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

• At least 2 years of experience in managing teams or holding informal leadership positions within a Support organization.

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

• Hands-on experience in troubleshooting enterprise authentication, including single sign-on (SSO), multi-factor authentication (MFA), and access management protocols.

• Demonstrated ability to manage 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 skills in cross-functional collaboration.

• 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 paid time off (PTO) and a remote-first work environment.

• Opportunities for professional development and leadership training.