Support Engineering Team Lead

Team Enablement:

• Run weekly team meetings, share key metrics, and track OKR progress.
• Manage and mentor team members through 1:1s, feedback, and growth support.
• Act as escalation point and participate in hiring and cross-functional work.

Operational Excellence:

• Monitor queue health, investigate stuck tickets, and remove blockers.
• Track KPIs like first response time, resolution time, and number of replies.
• Design schedules to ensure consistent coverage and balance workload.

Quality & Improvement:

• Run QA checks on tickets to maintain high support standards.
• Review CSAT feedback and turn insights into concrete improvements.
• Identify recurring issues and build playbooks or automations to solve them.

Project Health:

• Track project and cycle health, ensuring steady delivery and follow-ups.
• Maintain clean Linear cycles and weekly project updates.
• Keep visibility on risks, blockers, and progress across initiatives.