Technical Customer Support Lead

Job Summary

Managing the day-to-day operations of the North America customer support team, the full-time Technical Customer Support Lead will drive operational excellence, mentor Customer Support Engineers, and ensure seamless case handling while collaborating with cross-functional teams.

Key Responsibilities

• Manage an active caseload as a product expert and serve as the primary escalation point for critical 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, including SSO, MFA, and access management protocols
• Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field - Preferred