Team Lead, Customer Support

1. About Our Client:

The organization operates in the software industry, focusing on secure interconnection of people and devices regardless of location. It addresses challenges related to network security and access management for a diverse range of users from individual hobbyists to large corporations. Founded in 2019 as a fully distributed company, it supports teams globally in protecting networks and sharing access to internal tools.

2. About the Opportunity:

The Team Lead, Customer Support leads a team of 8-10 Support Engineers, balancing hands-on technical support with strategic team management. This role ensures high-quality customer support delivery, aligns team efforts with departmental goals, manages escalations, and advocates for customer needs within the organization.

3. Responsibilities:

• Manage daily support operations for the Support Engineer team.

• Lead onboarding, technical mentoring, and career coaching.

• Conduct regular one-on-ones and performance reviews.

• Oversee support queue to meet service level agreements.

• Serve as escalation point for complex technical and customer issues.

• Align team activities with strategic objectives.

• Collaborate with Support and CX Operations to enhance workflows and tools.

• Perform quality assurance reviews on support tickets.

• Analyze support data and customer feedback to identify trends.

4. Requirements:

• Minimum 4 years in technical support within SaaS.

• At least 1 year in leadership or mentoring roles.

• Strong knowledge of networking fundamentals (TCP/IP, DNS, firewalls, routing).

• Familiarity with networking and security concepts; Kubernetes knowledge is a plus.

• Experience with identity management and SSO integrations (Okta, Azure AD, Google).

• Experience supporting multiple operating systems (Linux, MacOS, Windows).

• Ability to manage and optimize support workflows and tooling.

• Data-driven approach to metrics like CSAT, TTFR, TTR.

• Strong communication skills for technical information.

• Capability to handle multiple priorities in a fast-paced environment.

5. Pay Range and Compensation Package:

• US Pay Range $160,000—$160,000 USD

6. Benefits & Perks:

• Health, vision, and dental insurance with no waiting period.

• Remote-first work environment with flexible arrangements.

• Annual professional development budget of $1500 USD.

• Flexible paid time off program.

• Company-provided laptop and monthly home internet reimbursement.

• $1000 USD allowance for home office customization.

• Generous parental leave program available from the first day, up to 26 weeks.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.