Customer Support Team Lead

A company is looking for a Frontline Team Lead, Customer Support.

Key Responsibilities

Lead and develop a globally-distributed team of frontline analysts, fostering a culture of excellence

Champion operational excellence by refining support workflows and managing technical support queues

Serve as the voice of the customer by collaborating with product and engineering teams to translate feedback into actionable insights

Required Qualifications

Proven experience in a customer support or customer success role within a SaaS or EdTech company

Demonstrated experience as a Team Lead or Senior Customer Support Representative

Strong technical aptitude and experience with troubleshooting software issues

Experience working with US K-12 and Higher Education customers is highly desirable

Familiarity with help desk software and remote collaboration tools