Customer Support Team Lead
Job Summary
Managing the day-to-day operations of the North America customer support team, the full-time Customer Support Team Lead will ensure a seamless customer experience, drive operational excellence, and mentor team members while working remotely.
Key Responsibilities
- Manage an active caseload as a product expert and serve as the primary escalation point for critical regional customer issues
- Lead, mentor, and develop a small team, conducting regular one-on-ones and overseeing onboarding and training programs
- Oversee daily queue health, ensure SLA adherence, and drive team KPIs while optimizing support processes
Required Qualifications
- 5+ years of experience in Customer Support for SaaS or enterprise software
- 2+ years managing teams or holding informal leadership roles within a Support organization
- Experience with Salesforce administration or highly customizable software
- Hands-on experience troubleshooting enterprise authentication protocols
- Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field - Preferred
Complete Job Description
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