Product Support Team Lead

Summary

Join The Adaptavist Group as a Product Support Team Lead and help launch a new chapter in our customer success story in South Africa. You will build and lead a high-performing support team for the Kolekti and Upscale product portfolios, partnering with the Head of Support to establish a support function aligned with product teams and core customers' working hours. This hands-on leadership role requires expertise in building remote teams, handling escalations, and using data to drive improvements. The Adaptavist Group offers a generous holiday allowance, flexible working hours, MacBooks, and exceptional parental leave policies. The company values collaboration, kindness, and continuous learning, providing a culture where your voice matters and your ideas can turn into action. This is an opportunity to make a meaningful impact and grow with a global, fully remote team.

Requirements

• Have 5+ years in customer support, including 2+ years in a leadership, QA, or training role
• Are passionate about building high-performing teams and empowering others to succeed
• Know how to explain complex technical issues in clear, human-centred language
• Understand the full lifecycle of a support case, and know how to turn pain points into opportunities
• Have experience building support teams, especially in remote or fast-paced environments
• Possess a strong sense of ownership, emotional intelligence, and business acumen
• Have a natural talent for translating support data into stories that drive real change

Responsibilities

• Become a product expert, especially on Mosaic, one of our flagship offerings
• Inspire, coach, and grow a new team of Product Support Specialists, shaping processes and culture from the ground up
• Guide your team in delivering exceptional support to a diverse customer base, from fast-moving SMBs to enterprise clients
• Use data and customer insights to drive performance and product improvements
• Be the voice of the customer, influencing product and engineering decisions to make our tools even better
• Champion quality, manage support SLAs and KPIs, and handle escalations with empathy and expertise
• Help shape hiring, training, and scheduling strategies to ensure support coverage and excellence

Preferred Qualifications

• Have experience with Atlassian tools like Confluence and Jira Service Management
• Understand web fundamentals (HTML, XML, CSS), HAR file analysis, and REST APIs
• Can use tools like Postman and appreciate the power of technical curiosity

Benefits

• We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team
• We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices
• Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS