Team Leader - Customer Operations
Core
Lead local customer support operations, manage a small team, and drive service excellence for Storman Software's self-storage management platform.
Role type
Senior IC Customer Operations Team Leader
Builds
Customer support operations, support frameworks, and self-help resources for storage facilities
Domain
SaaS / Self-storage management software
Required skills
Team leadership, operational process design, technical troubleshooting, stakeholder management, SLA monitoring, root-cause analysis, cross-functional coordination
Preferred skills
Experience scaling operations across time zones, UK/Europe market knowledge, SaaS environment experience
Technologies
Cloud-native platforms, case management systems, web conferencing tools
Responsibilities
Coach and manage a small support team, drive customer satisfaction and service excellence, provide advanced tier-2/3 technical support, oversee investigation workflows for complex issues, manage support queues and workload distribution, lead root-cause analysis for persistent technical issues, monitor operational performance against SLAs, coordinate pilot and regression testing, establish Standard Operating Procedures (SOPs), align with Australian-based leadership
Seniority
Senior, hands-on IC with mentorship responsibilities
