Team Lead, Customer Support

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Requirements:

• 3+ years of experience in a technical customer-facing role, with at least 1 year in a leadership, mentorship, or team lead capacity.
• Experience in B2B SaaS companies
• Experience working in Start up environments
• Proven ability to troubleshoot both web and mobile applications across different environments.
• A natural communicator—able to explain technical concepts clearly to users of all skill levels.
• Inherently curious, with a passion for learning how systems work (and making them better).
• A strong advocate for customers, with experience driving feedback loops and influencing product decisions.
• High emotional intelligence with the ability to navigate conflict, coach others through challenges, and create a safe, growth-oriented team environment.
• Experience motivating a team to meet KPIs while maintaining a supportive, collaborative culture.

Responsibilities:

• Lead and support a team of Technical Support Advocates by managing daily operations, coaching on best practices, and fostering an environment of continuous improvement.
• Own and resolve high-impact escalations, ensuring swift, empathetic, and technically sound outcomes.
• Motivate and inspire the team to meet and exceed KPIs related to customer satisfaction, resolution time, and support quality.
• Support inbound technical inquiries via chat, email, and video calls—guiding your team while remaining hands-on to set the standard.
• Ensure end-to-end issue resolution—from initial investigation to solution delivery—while teaching and empowering the team to do the same.
• Act as a customer advocate, driving feedback loops to Product and Engineering based on trends, feature requests, and usability insights.
• Identify, reproduce, and document bugs, working closely with QA and development to prioritize and resolve issues.
• Develop team expertise on Procurify’s full range of features and functionality.
• Contribute to and manage team contributions to the knowledge base; promote customer self-service through well-documented solutions.
• Lead internal projects focused on improving the customer experience, streamlining support processes, and enhancing team efficiency.
• Coach and mentor team members, helping them grow technically and professionally through regular feedback, 1:1s, and skills development.
• Be a role model—setting the standard for tone, ownership, and customer-first thinking.