Remote SaaS Support Team Lead – North America

Phorest; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading software company is seeking a dedicated Customer Support Team Manager to lead their North American Support Team. This remote position calls for someone with a strong background in technical support and team leadership. The successful candidate will enhance customer satisfaction, manage escalations, and mentor team members. With over 5 years of experience and a data-driven approach, you will play a crucial role in driving operational efficiency and fostering team performance.

Qualifications

• 5+ years in a technical support role with external customers, ideally in SaaS.
• 3+ years managing a support technical team of 10+ members.

Responsibilities

• Lead and develop a high-performing team of support agents.
• Ensure the team meets KPIs with a focus on customer satisfaction.
• Manage critical escalations and collaborate with global stakeholders.

Skills

Customer-focused mindset

Leadership

Problem-solving skills

Communication skills

Data-driven approach

Tools

Zendesk

Slack

Jira

Notion

Job description

A leading software company is seeking a dedicated Customer Support Team Manager to lead their North American Support Team. This remote position calls for someone with a strong background in technical support and team leadership. The successful candidate will enhance customer satisfaction, manage escalations, and mentor team members. With over 5 years of experience and a data-driven approach, you will play a crucial role in driving operational efficiency and fostering team performance.