Team Lead, Global Customer Support
Core
Lead the day-to-day operations, performance, and service delivery of the Global Customer Support function for a globally distributed team.
Role type
Senior Team Lead, Global Customer Support
Builds
Support services, incident response, and customer experience for SaaS, retail media, and advertising technology platforms.
Domain
Technology / Customer Support / IT Service Management
Required skills
IT Service Management (ITIL), ServiceNow/Jira, incident management, stakeholder management, team leadership, performance management, process improvement, global team management, SaaS platform support.
Preferred skills
API-driven technology support, automation, shift-left initiatives, cross-functional collaboration.
Technologies
ServiceNow, Jira, SaaS platforms, cloud-based technologies.
Responsibilities
Establish and manage day-to-day support operational practices; own support case management processes and workflows; coordinate Global Customer Support involvement during incidents and service disruptions; provide leadership, coaching, and mentorship to Global Customer Support Specialists; monitor and report on support performance and operational metrics.
Seniority
Senior, hands-on IC with leadership responsibilities
