Customer Support Team Lead

Managing the day-to-day operations of the North America customer support team, the full-time Customer Support Team Lead will drive operational excellence, mentor team members, and ensure a seamless customer experience while collaborating with cross-functional teams. Key Responsibilities Manage an active caseload as a product expert and serve as the primary escalation point for critical regional customer issues Lead, mentor, and develop the customer support team, conducting regular one-on-ones and overseeing training programs Oversee daily queue health, ensure SLA adherence, and optimize support processes while maintaining the Knowledge Base Required Qualifications 5+ years of experience in Customer Support for SaaS or enterprise software 2+ years of experience managing teams or in informal leadership roles within a Support organization Experience with Salesforce administration or highly customizable software Proven ability to manage an active support caseload while contributing to team operations Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field (preferred)