Team Lead, Global Customer Support
Core
Lead the Global Customer Support function, ensuring operational performance, service delivery, and high-quality customer experiences for a globally distributed team.
Role type
Senior Team Lead, Customer Support Operations
Builds
Global customer support services and operational workflows
Domain
Data and Identity / Digital Media / SaaS
Required skills
IT Service Management (ITIL), incident management, stakeholder management, team leadership, process improvement, knowledge management, performance management, change management, resource allocation, cross-functional collaboration
Preferred skills
Experience with ServiceNow or Jira, SaaS platform support, API-driven technologies, globally distributed team management, automation initiatives
Technologies
ServiceNow, Jira
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
