The Software Support Team Lead will guide, mentor, and support a team of Software Support Engineers to deliver best-in-class customer support, working with the Head of Product Support and Support Operations Manager to drive improvements and monitor performance against SLAs and KPIs. They’ll serve as a key escalation point for incidents and service outages, lead incident management and post-mortems, and collaborate cross-functionally to reduce commercial risk and enhance the customer experience. The role requires a blend of people leadership, technical understanding (including Groovy/JavaScript coding), and a data-driven mindset to improve processes and develop talent. Responsibilities include managing people—performance reviews, 1-2-1s, workload, hiring, onboarding, and creating training materials—and leadership duties such as owning customer outcomes, escalating high-risk tickets, coordinating with Customer Success, Product, and Development, translating strategy into actionable team updates, and leading stand-ups and workshops. In operations, they monitor metrics (CSAT, FRT, RoR, SLA), analyze trends, propose improvements, work with the Support Operations Manager to enhance tooling and automation, and contribute to knowledge base content and training materials.
