Off Hours Support Team Lead

We are looking for an experienced and proactive leader to oversee our Off-Hours Product Support team. This role is ideal for someone who is highly detail-oriented, an exceptional communicator, and skilled at guiding teams through fast-paced customer support environments. As the Off-Hours Support Team Lead, you will ensure that every customer inquiry received outside standard business hours is handled with urgency, accuracy, and professionalism.

In this leadership role, you will manage team performance, optimize workflows, and serve as the primary escalation point for complex or critical issues. You will play an essential part in driving service quality, team engagement, and operational excellence across our support function.

What You'll Lead & Achieve

• Lead, mentor, and coach a team of Off-Hours Support Analysts to ensure high performance, alignment, and engagement.
• Oversee triaging of customer inquiries, ensuring accurate severity assessment and t...