- Lead, mentor, and develop a team of nine Technical Support Specialists, fostering a culture of ownership, collaboration, and continuous improvement
- Manage team scheduling, PTO, and rotating coverage assignments to ensure consistent global support availability across time zones in a 24x7 environment
- Set clear performance expectations, conduct regular one-on-ones, and drive professional development plans
- Own day-to-day support operations, ensuring the team consistently meets or exceeds SLA targets for response time, resolution time, and customer satisfaction
- Monitor and manage ticket queues (Salesforce Service Cloud), balance workload across the team
- Track and report on key performance metrics including CSAT, first response time, resolution time, backlog trends, and escalation volume
- Identify and implement process improvements that increase efficiency, reduce repeat issues, and help the team scale
- Serve as the primary escalation point for complex or high-impact customer issues
- Lead root cause analysis on recurring issues and work with the team to implement preventative solutions
- Collaborate with engineering, product, and third-party vendors to resolve deep technical problems and improve product supportability
- Oversee the quality of the team’s knowledge base, technical documentation, and internal training programs
- Partner with sales, professional services, and product teams to communicate customer trends, escalation patterns, and product feedback
- Surface recurring support trends, escalation patterns, and product issues to leadership
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