Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead to enhance customer satisfaction and team efficiency.

Key Responsibilities

• Support T1 Managers by contributing to knowledge management and conducting peer mentorship
• Own complex T1 tickets and escalations, providing technical support through various channels
• Identify incidents and follow incident response protocols while collaborating with cross-functional teams

Required Qualifications

• 3-5+ years of technical support experience in a fast-paced SaaS environment, with 1-2+ years in a senior role
• Experience supporting complex technical platforms managing data and scheduling
• High emotional intelligence and strong interpersonal skills
• Demonstrated patience and a solutions-oriented approach to conflict resolution
• Flexibility to work extended hours and provide on-call coverage as needed