About this role
Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description As Team Lead, Support, you will lead a customer-facing Support team and be accountable for day-to-day service delivery, team effectiveness, customer outcomes, and operational performance. You will manage support volume, workflow, capacity, and productivity, while ensuring escalations are owned through resolution. The role requires strong people leadership, sound operational judgement, practical technical understanding, and effective collaboration with Product, Engineering, Cloud Operations, Customer Success, and other business teams. Lead Support Operations: Manage the daily operation of a Support team, including case volume, workflow, prioritization, coverage, capacity, productivity, and adherence to service commitments. Own Customer Outcomes: Champion customer feedback and ensure escalated or business-critical issues have clear ownership, timely progress, and proactive communication through resolution. Manage Team Performance: Set clear expectations, monitor operational and customer measures, review trends, and implement actions that improve resolution, quality, customer satisfaction, and team effectiveness. Develop People and Capability: Coach, mentor, and develop team members through regular feedback, career conversations, skills planning, knowledge sharing, and targeted development actions. Translate Goals into Plans: Convert operational goals into resource schedules, work plans, priorities, and measurable actions, using judgement to determine the best approach for daily operations. Improve Processes and Systems: Recommend, develop, and implement improvements to support procedures, workflows, tools, reporting, and knowledge practices. Provide Technical and Operational Guidance: Apply strong support knowledge to advise the team, remove blockers, and help resolve complex technical or operational issues when required. Collaborate Cross-Functionally: Work with Product, Engineering, Cloud Operations, Customer Success, Professional Services, and other teams to address product issues, improve handoffs, and drive customer resolution. Use Data to Drive Decisions: Maintain effective performance monitoring, analyze case and customer trends, and provide clear operational reporting, risks, capacity insights, and recommendations to leadership. Build a Strong Team: Support workforce planning, recruitment, onboarding, retention, succession planning, and the development of an inclusive, accountable, and collaborative team culture. Maintain Process Discipline: Ensure cases, incidents, escalations, customer updates, and related records are accurate and current in Salesforce Service Cloud, Jira, ServiceNow, or related systems. Support Global Coverage: Participate in operational reviews and provide escalation or on-call leadership where required by the support model.