About this role
Role Description
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 to ensure support cases are handled to the organization's service levels. This role is a strong next step for someone looking to grow their leadership as our global team scales.
Benefits
- 401(k) plan with company match
- Paid parental leave
- Comprehensive health, dental, and vision insurance
- Monthly stipend for internet and mobile phone expenses
- Flexible PTO and remote-first work environment
- Professional development and leadership training
Key Responsibilities
- Day-to-Day Support Activities:
- Manage an active caseload as a product expert and serve as the primary escalation point to directly resolve critical regional customer issues.
- Participate in on-call rotation (once every 4-6 weeks) alongside other US-based team members.
- Leadership & Team Management:
- Lead, mentor, and develop a small team, conducting regular one-on-ones and coaching.
- Manage onboarding, and training programs to support team growth and operational consistency.
- Operational Excellence:
- Oversee daily queue health, ensure SLA adherence, and drive team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge Base.
- Cross-Functional Collaboration:
- Collaborate with Regional Support, Customer Success, Professional Services, and Product to escalate customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.
Requirements
- 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 – Required.
- Hands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.
- Proven ability to carry an active support caseload while contributing to team operations and performance.
- Strong analytical skills and experience using support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk).
- Excellent proactive communication and cross-functional collaboration skills.
- Familiarity with AI-powered support tools, knowledge management, and proactive support strategies – Preferred.
- Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field – Preferred.
- Ability to work East Coast (EST) hours is required to ensure coverage during the team’s core working hours.