Customer Support Manager/Team Lead

Summary

Join SuccessKPI, a global company focused on success through collaboration, as a Customer Support Team Lead. You will oversee daily operations of the customer support team, ensuring high-quality service and adherence to SLAs. This role requires strong leadership skills, experience in SaaS support operations, and a proven ability to manage and develop teams. The position is fully remote, offering a flexible work environment. SuccessKPI prioritizes employee well-being and offers opportunities for career development and growth within a dynamic and diverse culture. Apply today to make your mark!

Requirements

• 5+ years of experience working in customer support with a minimum of 3 years directly managing a global customer support team, preferably in a SaaS environment
• Experience supporting enterprise SaaS products and managing Tier 1 and Tier 2 support teams
• Strong background in customer service operations, SLA enforcement, and process execution
• Experience leading, coaching, and developing support teams
• Hands-on experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar tools
• Ability to balance multiple priorities in a fast-paced environment while maintaining service quality
• Strong problem-solving skills with a proactive approach to improving customer support processes
• Excellent communication and collaboration skills to work effectively with cross-functional teams

Responsibilities

• Lead, coach, and support a team of Tier 1 and Tier 2 customer support engineers
• Manage daily team operations, ensuring consistent performance and adherence to best practices
• Develop and implement structured onboarding, training, and development programs
• Provide ongoing coaching, feedback, and performance evaluations to drive team growth
• Foster a culture of accountability, problem-solving, and customer advocacy
• Oversee daily support workflows to ensure efficient case management and resolution
• Monitor ticket queues, enforce SLAs, and ensure escalations are handled appropriately
• Maintain clear accountability for ticket handoffs between teams and regions
• Identify operational bottlenecks and collaborate with leadership to improve processes
• Ensure customer interactions are handled with professionalism and empathy
• Track and enforce SLA adherence across all support tiers, ensuring timely resolutions
• Monitor support performance metrics and generate reports for leadership
• Implement quality assurance measures to maintain high service standards
• Ensure proper documentation of customer interactions and resolutions
• Serve as a point of contact between the support team and other departments
• Work closely with the Director of Customer Support to implement process improvements and strategy
• Partner with Engineering, Product, and Customer Success teams to streamline support workflows
• Provide insights from customer interactions to help improve product and service offerings
• Assist with the adoption and implementation of support tools such as Salesforce Service Cloud and Amazon Connect
• Ensure the team effectively uses AI-driven case routing, monitoring, and automation tools
• Maintain and update internal knowledge bases and runbooks to support efficiency
• Take a hands-on approach to digging into cases and assisting customers when needed

Preferred Qualifications

• Familiarity with ITSM, ITIL, or other customer support frameworks
• Experience with AI-driven support automation and workflow optimization
• Background in contact center operations or managing a global support team

Benefits

• Flexible work environment as a fully remote team
• Opportunity for career development and growth opportunities as we grow and scale
• Compensation for this role is commensurate with experience, skills, qualifications, and location. The base salary range for this position will vary and includes additional benefits and potential performance-based incentives