This role is for a Software Support Team Lead who will guide, mentor, and support a team of Software Support Engineers, managing day-to-day operations, performance management, and talent development including hiring, onboarding, and training materials. You will work with the Head of Product Support and Support Operations Manager to monitor SLAs and KPIs, analyze trends, manage workload and leave, and drive operational improvements to enhance customer support. You will act as a key escalation point for complex tickets and incidents, lead incident management and post-mortems, address commercial risk, and collaborate cross-functionally with Customer Success, Product, and Development to drive improvements. The role requires strong leadership and collaboration, including standing up stand-ups, workshops, fostering an inclusive culture, building relationships, and translating business/product strategy into actionable updates for the team. A good understanding of coding (Groovy/JavaScript) is essential due to product capabilities, and you will contribute to tooling/automation, knowledge base content, internal docs, and ongoing training.
