Technical Customer Support Team Lead
Core
Manage the day-to-day operations of the North America customer support team, ensuring seamless customer experiences and operational excellence for SaaS solutions in the life science industry.
Role type
Senior Customer Support Team Lead
Builds
Cloud Quality and Compliance management solutions for pharma, biotech, and medical device companies (via careerplan.io/jobs/89-00D-A3-F60-AB-502-technical-customer-support-team-lead-at-dot-compliance)
Domain
Life Sciences / SaaS / Cloud Compliance
Required skills
Team leadership and mentorship, SaaS customer support management, Salesforce administration, Enterprise authentication troubleshooting (SSO, MFA, access management), Support tool proficiency (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk), SLA and KPI management, Cross-functional collaboration
Preferred skills
AI-powered support tools, Knowledge management, Proactive support strategies, Bachelor's degree in Technology, Business, or Management
Technologies
Salesforce, Zendesk, Salesforce Service Cloud, Intercom, Freshdesk
Responsibilities
Manage an active caseload as a product expert and serve as the primary escalation point for critical regional customer issues, Lead, mentor, and develop a small team including conducting one-on-ones and coaching, Oversee daily queue health, ensure SLA adherence, and drive team KPIs like CSAT and response times, Collaborate with Regional Support, Customer Success, Professional Services, and Product to resolve cross-functional issues
Seniority
Senior, hands-on IC with leadership responsibilities
