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
