Client Support Lead - SaaS & Public Health

Confidential; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Confidential is seeking a Client Support Lead to oversee day-to-day operations of our Client Support function. You will provide hands-on Tier 1 and Tier 2 support while leading the team, coordinating priorities, supporting escalations, and ensuring high-quality service across our SaaS product portfolio.

You will work with solutions used by public health agencies and must be able to guide and develop other team members, staying close to the work while bringing structure, direction, and

Qualifications

• 4+ years in client/technical support within a SaaS, software, or technology environment.
• Experience leading or mentoring teams or providing day-to-day direction to team members.
• Hands-on experience troubleshooting software or enterprise application issues.
• Strong analytical, troubleshooting, and problem-solving skills for determining escalation needs.
• Strong client-facing communication skills and professionalism in high-priority situations.
• Ability to organize and prioritize work across multiple clients and products.
• Strong written communication and documentation skills.
• Experience using Jira and/or Azure DevOps for ticket management and reporting.

Responsibilities

• Help lead the day-to-day operating rhythm of Client Support, including queue review, ticket triage, prioritization, workload balancing, and follow-up on aging or high-priority requests.
• Provide day-to-day guidance, coaching, and support to Client Support Specialists and ensure clear ownership and follow-through.
• Support people management activities, including regular check-ins, feedback, training, onboarding, and development of team members.
• Triage, investigate, and resolve complex Tier 1 and Tier 2 support requests while serving as an escalation point for other team members.
• Coordinate escalations to DevOps, Product, Engineering, Client Delivery, Client Success, and external vendors when issues require additional expertise.
• Ensure clients receive timely, accurate, and professional communication throughout the support lifecycle.
• Monitor queue health and identify SLA risks, ownership gaps, workload imbalance, and recurring issues.
• Review support trends and translate observations into process improvements or product feedback.
• Maintain consistent support processes, escalation paths, and documentation standards across the team.
• Create and maintain knowledge articles, SOPs, troubleshooting guides, and other support documentation.
• Help build team product knowledge across the company's solutions and reduce dependency on individual experts.
• Support client escalations, incidents, and other high-priority situations requiring coordination.
• Represent the company with professionalism in client-facing and internal interactions.

Skills

Leadership experience

Troubleshooting

Client-facing communication

Documentation skills

Cross-functional collaboration

Jira/ADO usage

Problem-solving

Prioritization

Coaching/mentoring

Tools

Atlassian Jira

Azure DevOps

Smartsheet

Confluence

Job description

Confidential is seeking a Client Support Lead to oversee day-to-day operations of our Client Support function. You will provide hands-on Tier 1 and Tier 2 support while leading the team, coordinating priorities, supporting escalations, and ensuring high-quality service across our SaaS product portfolio.

You will work with solutions used by public health agencies and must be able to guide and develop other team members, staying close to the work while bringing structure, direction, and