Team Lead, Customer Support

Keyfactor, Inc.; United States; Remote; USD 79,000 - 119,000; Full time

Benefits offered by this job

Global benefits

Generous parental leave

Wellbeing resources

Volunteer days

Talent development

Job summary

Keyfactor is hiring a Team Lead, Customer Support to guide regional Tier 1–3 teams and manage escalations across EMEA/APAC/US. You will drive service quality, mentor engineers, and collaborate with product and engineering to resolve complex issues.

You will lead a collaborative, customer-centric team in a remote, globally distributed environment, focusing on improving support metrics and customer satisfaction.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Strong experience in customer support with leadership roles in senior technical teams and junior support leaders.
• Strong knowledge of cryptography and PKI solutions.
• Proven ability to manage complex projects and multiple priorities.
• Strong analytical skills and experience with support metrics and data analysis.
• Ability to lead and mentor teams effectively.
• Strong communication and interpersonal skills.
• Ability to handle escalations and resolve conflicts.
• Understanding of ITIL or NIST framework and support processes.
• Professional or Technical certification in support such as CSP, CSM, ITIL foundation or Security+ are desirable.

Responsibilities

• Leads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles.
• Ensure timely closures of tickets and SLAs are met within the team.
• Promotes knowledge sharing within the team to enhance overall support capability and efficiency.
• Promotes customer communication via live channels, not email.
• Handles enterprise customers requiring a higher level of expertise.
• Provides constructive feedback, and creates personalized development and improvement plans to foster career growth.
• Fosters a positive and collaborative team environment that encourages continuous improvement and high performance.
• Ensures the delivery of high-quality support services, focusing on timely and effective issue resolution and maintaining high levels of customer satisfaction.
• Manages customer escalations, providing timely and accurate solutions while maintaining effective communication with customers.
• Addresses dissatisfied customer feedback with the regional manager to improve customer loyalty and reduce churn risk related to support engagements.
• Collaborates closely with product development and engineering teams to ensure prompt and effective resolution of customer issues.
• Works with professional services and customer success teams to align support activities with business objectives and customer expectations when required.
• Communicates customer feedback and insights to internal stakeholders to drive continuous improvement of products and services.
• Serves as the primary point of contact for escalated customer issues within the team, ensuring timely and satisfactory resolution.
• Coordinates with global support teams to manage cross-regional escalations and ensure a unified approach to issue resolution with the regional manager.
• Ensures documentation of solutions, best practices, and common issues in the knowledge base to support the team and customers.
• Monitors daily case trends, identifies areas for improvement in operational metrics, and provides actionable insights to the team and management.
• Oversees case assignments to ensure balanced workloads and efficient issue resolution.
• Assists in escalating cases across team, ensuring allocation of appropriate resources for prompt resolution.

Skills

Leadership

Customer support leadership

Cryptography & PKI

Project management

Data analysis

Communication

Escalation handling

Mentoring teams

Cross-functional collaboration

Change management

Education

Bachelor’s degree in Computer Science/IT or related field

Tools

ITIL framework

NIST framework

Security+ (certification)

CSP/CSM certifications

Job description

About Keyfactor

Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world’s largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we hope you’ll trust your future with Keyfactor!

Title: Team Lead, Customer Support

Location: Remote, UK

Experience: M1

Job Function: Support

Employment Type: Permanent, Full Time

Industry: Computer & Network Security

About the position

Customer Support Team Lead oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within [EMEA/APAC/US], managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency.

Responsibilities

• Leads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles.
• Ensure timely closures of tickets and SLAs are met within the team.
• Promotes knowledge sharing within the team to enhance overall support capability and efficiency.
• Promotes customer communication via live channels, not email.
• Handles enterprise customers requiring a higher level of expertise.
• Provides constructive feedback, and creates personalized development and improvement plans to foster career growth.
• Fosters a positive and collaborative team environment that encourages continuous improvement and high performance.
• Ensures the delivery of high-quality support services, focusing on timely and effective issue resolution and maintaining high levels of customer satisfaction.
• Manages customer escalations, providing timely and accurate solutions while maintaining effective communication with customers.
• Addresses dissatisfied customer feedback with the regional manager to improve customer loyalty and reduce churn risk related to support engagements.
• Collaborates closely with product development and engineering teams to ensure prompt and effective resolution of customer issues.
• Works with professional services and customer success teams to align support activities with business objectives and customer expectations when required.
• Communicates customer feedback and insights to internal stakeholders to drive continuous improvement of products and services.
• Serves as the primary point of contact for escalated customer issues within the team, ensuring timely and satisfactory resolution.
• Coordinates with global support teams to manage cross-regional escalations and ensure a unified approach to issue resolution with the regional manager.
• Ensures documentation of solutions, best practices, and common issues in the knowledge base to support the team and customers.
• Monitors daily case trends, identifies areas for improvement in operational metrics, and provides actionable insights to the team and management.
• Oversees case assignments to ensure balanced workloads and efficient issue resolution.
• Assists in escalating cases across team, ensuring allocation of appropriate resources for prompt resolution.

Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders.
• Strong knowledge of cryptography and PKI solutions.
• Proven ability to manage complex projects and multiple priorities.
• Strong analytical skills and experience with support metrics and data analysis.
• Ability to lead and mentor teams effectively.
• Strong communication and interpersonal skills.
• Ability to handle escalations and resolve conflicts.
• Understanding of ITIL or NIST framework and support processes.
• Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable. #LI-NA1

Compensation

Salary will be commensurate with experience.

Culture, Career Opportunities and Benefits

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.

Here are just some of the initiatives that make our culture special:

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
• Comprehensive benefit coverage globally.
• Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.

Our Core Values

Our core values are extremely important to how we run our business and what we look for in every team member:

Trust is paramount.

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.

Customers are core.

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.

Innovation never stops, it only accelerates.

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.

We deliver with agility.

_We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals._

United by respect.

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.

Teams make “it” happen.

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.

Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via [e-mail] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.

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