Support Team Lead

The Support Team Lead is a player‑coach role. You are a hybrid of techie‑lover, problem‑solver, business‑thinker and customer advocate and coach. This position focuses on balancing team needs and supporting customers directly. You will take on escalations, help manage the support queue and provide mentoring and coaching for new and existing support team members, while providing frontline support including question/problem diagnoses, issue resolution and communication of technical solutions, all while delivering an exceptional customer service experience.

Day‑to‑day Responsibilities

• Solves problems through critical analysis, consultative questioning and relationship-building.
• Responds to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution.
• Provides appropriate follow up and manages ticket queue, including bug reporting and enhancement requests. ...