Remote Enterprise Support Team Lead

Jobgether; Lavamünd; Remote; EUR 127.000 - 201.000; Vollzeit

Benefits dieser Stelle

Fully remote work

Competitive compensation

Growth opportunities

Global team exposure

Autonomy

Zusammenfassung

Jobgether is seeking an Enterprise Support Team Lead to guide a distributed team serving global enterprise customers. The role involves owning escalation management, driving service quality, and coordinating hypercare for new clinics from go-live through steady-state support.

You will partner with Product, Engineering, and Customer Success to improve processes and customer outcomes. The position requires strong leadership, stakeholder management, and data-driven decision making in a fast-growing

Qualifikationen

• Experience leading enterprise support teams in SaaS environments.
• Proven ability to manage SLAs and KPIs for enterprise accounts.
• Experience with multi-location or international customer bases.
• Strong communication and stakeholder management skills.

Aufgaben

• Lead, manage, coach, and develop a team of Support Specialists, setting clear expectations and performance standards.
• Own day-to-day operational performance for enterprise support, focusing on service levels and account health.
• Monitor SLAs and KPIs, including response times, resolution times and customer satisfaction.
• Build strong relationships with senior customer stakeholders and provide transparent reporting.
• Coordinate hypercare for new onboarded clinics and transitions to steady-state support.
• Collaborate with Product, Engineering, Customer Success, Onboarding, and Implementation teams to resolve issues.
• Provide data-driven reporting to senior leadership on team performance and trends.
• Act as escalation point for complex or time-sensitive incidents.

Kenntnisse

People management

Client relationships

Stakeholder management

Analytics

Communication

Problem solving

Cross-functional collaboration

SaaS knowledge

Leadership

Process improvement

Tools

Intercom

Jobbeschreibung

Jobgether is seeking an Enterprise Support Team Lead to guide a distributed team serving global enterprise customers. The role involves owning escalation management, driving service quality, and coordinating hypercare for new clinics from go-live through steady-state support.

You will partner with Product, Engineering, and Customer Success to improve processes and customer outcomes. The position requires strong leadership, stakeholder management, and data-driven decision making in a fast-growing