Job Openings
Support Team Lead
About the job Support Team Lead
Support Team Lead
Were looking for a Support Team Lead in the AI-powered recruitment technology space. This isn't just another support role its an opportunity to lead an established support team, drive accountability, and ensure world-class support performance aligned with business goals.
About the Role
In this position, you will:
- Lead and manage the existing support team by setting clear expectations and ensuring adherence to SLAs and KPIs.
- Oversee daily support operations (email, chat, ticketing systems), ensuring timely, high-quality responses to customers.
- Identify gaps in team performance, address issues proactively, and foster a positive, high-performance culture.
- Analyze support metrics and customer feedback to detect trends, resolve issues efficiently, and prevent recurrence.
- Provide regular updates to leadership on support operations, challenges, and opportunities for improvement.
- Collaborate cross-functionally with product, engineering, and business teams to align support objectives with overall company goals.
- Supervise the creation and maintenance of customer-facing documentation and internal processes.
- Deliver training and mentorship for both customers and support staff when needed.
What We're Looking For
- 3+ years of experience Managing customer support teams in SaaS or technology-driven environments (AI or enterprise software experience is a strong plus).
- Demonstrated ability to drive accountability, enforce SLAs, and deliver consistently excellent customer experiences.
- Strong analytical skills for assessing support operations and implementing measurable improvements.
- Exceptional English communication skills (written and verbal) for engaging with customers, team members, and leadership.
- Familiarity with support tools such as Salesforce, Intercom, or similar platforms.
- Proven ability to multitask, prioritise, and manage multiple initiatives effectively.
Nice to Have
- Familiarity with AI, recruitment technology, or enterprise SaaS solutions.
- Experience building or scaling support operations within a high-growth startup.