Team Lead, Customer Support

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