Customer Support Team Lead

Posted 23 days agoViewed
Switzerland, United StatesFull-TimeCustomer Support
Company:
Location:Switzerland, United States, EST, PST
Languages:English
Seniority level:Lead, 8+ years
Experience:8+ years
Skills:
LeadershipArtificial IntelligencePeople ManagementCross-functional Team LeadershipOperations ManagementStrategyMentoringSaaSCoachingCustomer support
Requirements:
  • 8+ years of experience in SaaS customer support
  • 5+ years in leadership roles managing multi-regional or global teams
  • Proven experience scaling support operations
  • Skilled at balancing people leadership with operational strategy
  • Passionate about knowledge as a product
  • Strong analytical and systems thinking
  • Excellent communicator and collaborator
  • Energized by transformation
Responsibilities:
  • Set and champion a global support strategy
  • Lead and develop a high-performing team across EMEA and the US
  • Develop talent intentionally
  • Shape operational excellence with the Support Ops Manager
  • Model leadership through action
  • Co-own the tooling and reporting ecosystem
  • Lead data-driven decision-making
  • Translate customer signals into product insights
  • Collaborate cross-functionally
  • Foster a global support culture
  • Drive continuous evolution
  • Shape a unified global culture
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