Customer Support Manager / Team Lead

Job Location: Northern Virginia - Remote (You may also apply if you reside and work in one of the following states: CA, CO, FL, GA, IL, ID, IN, MA, MD, MO, MI, NE, NC, NJ, PA, TN, TX)

Reports To: Director of Support  

Role Overview 

We are seeking a Customer Support Team Lead to oversee the daily operations of our customer support team, ensuring high-quality service delivery, adherence to SLAs, and an excellent customer experience. This role is focused on team management, process execution, and operational efficiency, while collaborating closely with leadership to align with strategic initiatives. 

This role will not be suitable for candidates who need to learn on the job – the ideal candidate is a highly experienced customer support leader with a strong background in SaaS support operations, team development, and performance management. You will be responsible for coaching a team of Tier 1 and Tier 2 support engineers, enforcing best practices, ensuring SLA compliance, and driving process improvements to enhance overall service quality.

Why work for SuccessKPI:    

Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work   

• Opportunity to work for a fast-growth global company in the rapidly growing analytics space  
• Opportunity for career development and growth opportunities as we grow and scale  
• Opportunity to build industry relationships and work alongside seasoned industry experts  
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI! 

Key Responsibilities 

Team Leadership and Development 

• Lead, coach, and support a team of Tier 1 and Tier 2 customer support engineers. 

• Manage daily team operations, ensuring consistent performance and adherence to best practices. 

• Develop and implement structured onboarding, training, and development programs. 

• Provide ongoing coaching, feedback, and performance evaluations to drive team growth. 

• Foster a culture of accountability, problem-solving, and customer advocacy. 

Customer Support Operations 

• Oversee daily support workflows to ensure efficient case management and resolution. 

• Monitor ticket queues, enforce SLAs, and ensure escalations are handled appropriately. 

• Maintain clear accountability for ticket handoffs between teams and regions. 

• Identify operational bottlenecks and collaborate with leadership to improve processes. 

• Ensure customer interactions are handled with professionalism and empathy. 

Service Quality and SLA Compliance 

• Track and enforce SLA adherence across all support tiers, ensuring timely resolutions. 

• Monitor support performance metrics and generate reports for leadership. 

• Implement quality assurance measures to maintain high service standards. 

• Ensure proper documentation of customer interactions and resolutions. 

Collaboration and Communication 

• Serve as a point of contact between the support team and other departments. 

• Work closely with the Director of Customer Support to implement process improvements and strategy. 

• Partner with Engineering, Product, and Customer Success teams to streamline support workflows. 

• Provide insights from customer interactions to help improve product and service offerings. 

Technology and Process Execution 

• Assist with the adoption and implementation of support tools such as Salesforce Service Cloud and Amazon Connect. 

• Ensure the team effectively uses AI-driven case routing, monitoring, and automation tools. 

• Maintain and update internal knowledge bases and runbooks to support efficiency. 

• Take a hands-on approach to digging into cases and assisting customers when needed 

Required Skills and Experience 

• 5+ years of experience working in customer support with a minimum of 3 years directly managing a global customer support team, preferably in a SaaS environment. 

• Experience supporting enterprise SaaS products and managing Tier 1 and Tier 2 support teams. 

• Strong background in customer service operations, SLA enforcement, and process execution. 

• Experience leading, coaching, and developing support teams. 

• Hands-on experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar tools. 

• Ability to balance multiple priorities in a fast-paced environment while maintaining service quality. 

• Strong problem-solving skills with a proactive approach to improving customer support processes. 

• Excellent communication and collaboration skills to work effectively with cross-functional teams. 

Preferred Qualifications 

• Familiarity with ITSM, ITIL, or other customer support frameworks. 

• Experience with AI-driven support automation and workflow optimization. 

• Background in contact center operations or managing a global support team. 

This role is ideal for a highly organized, hands-on leader who thrives in a customer-facing, fast-moving SaaS environment and is passionate about team success and service excellence. 

Compensation for this role is commensurate with experience, skills, qualifications, and location. The base salary range for this position will vary and includes additional benefits and potential performance-based incentives. Actual pay may vary based on individual factors and market conditions.

Employment offers are contingent upon successful completion of background checks and other applicable pre-employment screenings, as required by law.

Applicants requiring accommodations during the hiring process should contact peopleops@successkpi.com to discuss their needs.