Customer Support Team Lead

About the role

As a Customer Support Team Lead, you will manage the day-to-day operations of our North America customer support team, ensuring a seamless and consistent experience for our customers. You will be responsible for driving regional operational excellence, coaching and developing Customer Support Engineers, and collaborating with cross-functional teams.

Requirements

• 5+ years of experience in Customer Support for SaaS or enterprise software
• 2+ years managing teams or informal leadership roles within a Support organization
• Experience with Salesforce administration or highly customizable software
• Strong analytical skills and experience using support tools (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk)
• Bachelor's degree or equivalent experience - preferred

What you'll do

• Manage an active caseload as a product expert and primary escalation point
• Participate in on-call rotation every 4-6 weeks
• Lead, mentor, and develop a small team; conduct one-on-ones and coaching
• Manage onboarding and training programs
• Oversee daily queue health, SLA adherence, and team KPIs (CSAT, response times)
• Collaborate with Regional Support, Customer Success, Professional Services, and Product

Where this was posted

• LinkedIn

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