Technical Customer Support Team Lead

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

📋 Description

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

• Handle an active caseload as a product specialist and act as the main escalation point for significant regional customer concerns.

• Participate in an on-call rotation every 4–6 weeks with US-based colleagues.

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

• Manage onboarding and training initiatives.

• Supervise daily queue health, SLA compliance, team KPIs, CSAT, and response times.

• Enhance support processes and keep the Knowledge Base updated.

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

⛳️ Requirements

• 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.

• Proficiency with Salesforce administration or highly customizable software – Required.

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

• Demonstrated ability to manage an active support caseload while contributing to team operations and overall performance.

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

• Excellent proactive communication skills and ability to collaborate across functions.

• Knowledge of 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 allowance for internet and mobile phone expenses.

• Flexible PTO and a remote-first work environment.

• Opportunities for professional development and leadership training.