Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead to manage the Technical Support Team and deliver exceptional customer service.

Key Responsibilities

• Manage daily operations of the Technical Support Team to ensure high performance and service quality
• Mentor, coach, and train support staff while handling technical escalations
• Monitor team performance and develop, track, and report on team KPIs

Required Qualifications

• Associate or bachelor's degree in business, management, or similar; highly preferred
• Minimum of 5+ years of experience in a technical support role, with at least 3 years of management experience required
• Proficient in using common support tools and platforms, including Zendesk
• Working knowledge of MongoDB and familiarity with Jira and Confluence
• Experience with Auth0, SSO configurations, and Pendo is a plus