Team Lead, Customer Support
New
K
KeyfactorComputer & Network Security
Remote, UKFull-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementData AnalysisCustomer support
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Strong customer support experience.
- Leadership experience in senior technical teams and junior support leaders.
- Strong knowledge of cryptography and PKI solutions.
- Ability to manage complex projects and multiple priorities.
- Strong analytical skills and experience with support metrics and data analysis.
- Ability to lead and mentor teams effectively.
- Strong communication and interpersonal skills.
- Ability to handle escalations and resolve conflicts.
- Understanding of ITIL or NIST frameworks and support processes.
- Professional or technical support certification is desirable, such as Certified Support Professional (CSP), Customer Service Manager (CSM), ITIL Foundation, or Security+.
Responsibilities
- Lead, mentor, and develop customer support engineers.
- Ensure timely ticket closures and that team SLAs are met.
- Handle enterprise customer issues and serve as the primary contact for escalations.
- Manage customer escalations and coordinate cross-regional issue resolution.
- Collaborate with product development, engineering, professional services, and customer success teams to resolve customer issues.
- Monitor case trends and operational metrics, and share actionable insights.
- Oversee case assignments and balance team workloads.
- Document solutions, best practices, and common issues in the knowledge base.
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