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 globally.
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, technical support (tier-2/3), root-cause analysis, process optimization, stakeholder management, cross-functional coordination, SLA monitoring, knowledge base management
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, log analysis tools
Responsibilities
Coach and manage direct reports, drive customer satisfaction and service excellence, provide advanced technical support, oversee investigation workflows, manage support queues and workload, lead complex problem-solving and root-cause analysis, monitor operational performance against SLAs, enhance internal knowledge base, coordinate pilot testing, establish SOPs, align with regional stakeholders
Seniority
Senior, hands-on IC with mentorship responsibilities
