Title: Team Lead, Customer Support
Location: Remote, UK
Experience: M1
Job Function: Support
Employment Type: Permanent, Full Time
Industry: Computer & Network Security
About the position
Customer Support Team Lead oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within [EMEA/APAC/US], managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency.
Responsibilities
- Leads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles.
- Ensure timely closures of tickets and SLAs are met within the team.
- Promotes knowledge sharing within the team to enhance overall support capability and efficiency.
- Promotes customer communication via live channels, not email.
- Handles enterprise customers requiring a higher level of expertise.
- Provides constructive feedback, and creates personalized development and improvement plans to foster career growth.
- Fosters a positive and collaborative team environment that encourages continuous improvement and high performance.
- Ensures the delivery of high-quality support services, focusing on timely and effective issue resolution and maintaining high levels of customer satisfaction.
- Manages customer escalations, providing timely and accurate solutions while maintaining effective communication with customers.
- Addresses dissatisfied customer feedback with the regional manager to improve customer loyalty and reduce churn risk related to support engagements.
- Collaborates closely with product development and engineering teams to ensure prompt and effective resolution of customer issues.
- Works with professional services and customer success teams to align support activities with business objectives and customer expectations when required.
- Communicates customer feedback and insights to internal stakeholders to drive continuous improvement of products and services.
- Serves as the primary point of contact for escalated customer issues within the team, ensuring timely and satisfactory resolution.
- Coordinates with global support teams to manage cross-regional escalations and ensure a unified approach to issue resolution with the regional manager.
- Ensures documentation of solutions, best practices, and common issues in the knowledge base to support the team and customers.
- Monitors daily case trends, identifies areas for improvement in operational metrics, and provides actionable insights to the team and management.
- Oversees case assignments to ensure balanced workloads and efficient issue resolution.
- Assists in escalating cases across team, ensuring allocation of appropriate resources for prompt resolution.
Skills and Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
- Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders.
- Strong knowledge of cryptography and PKI solutions.
- Proven ability to manage complex projects and multiple priorities.
- Strong analytical skills and experience with support metrics and data analysis.
- Ability to lead and mentor teams effectively.
- Strong communication and interpersonal skills.
- Ability to handle escalations and resolve conflicts.
- Understanding of ITIL or NIST framework and support processes.
- Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.#LI-NA1