Customer Support Team Lead

Role Summary

We are hiring a Customer Support Team Lead to manage enterprise SaaS product support operations, drive customer satisfaction, and lead L1/L2 support teams. The role involves handling escalations, ensuring SLA adherence, improving support processes, and collaborating with Product, Engineering, QA, DevOps, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred.

Key Responsibilities

• Manage day-to-day customer support operations
• Ensure timely issue resolution aligned with SLAs
• Handle escalations, incidents, and customer communications
• Lead and mentor support engineers and analysts
• Monitor support KPIs including CSAT, MTTR, backlog, and SLA compliance
• Collaborate with Product, QA, DevOps, and Infrastructure teams for issue resolution
• Drive RCA, process improvements, automation, and knowledge management
• Support onbo...