Customer Support Team Lead
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
