Customer Support Team Lead

Lead, mentor, and develop a team of Customer Support Specialists (L1), fostering a culture of technical excellence and collaboration. Oversee the day-to-day operations of the team, ensuring that complex customer issues related to our cloud services are resolved efficiently and within SLAs. Act as the primary escalation point for critical customer cases, providing expert guidance and coordinating with other departments. Drive the continuous improvement of support workflows, processes, and knowledge base documentation to enhance team efficiency and customer satisfaction. Serve as a key liaison between the support department and Product/Development teams, translating customer feedback into actionable insights. Monitor team performance, report on key metrics (KPIs), and provide regular feedback and coaching to your team members.