The Software Support Team Lead will guide and mentor a team of Software Support Engineers to deliver best-in-class customer support, overseeing day-to-day operations and helping engineers perform at their best. They’ll partner with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor SLAs and KPIs, and provide data-driven insights into team performance, while also serving as a key escalation point for incidents and cross-functional collaboration to reduce commercial risk. A strong coding background is essential, as many products enable customers to build functionality with Groovy and/or JavaScript. Responsibilities include people leadership (recruiting, onboarding, coaching, performance reviews, workload management, training materials) and leadership duties (owning customer outcomes, incident management and post-mortems, stakeholder management, and building relationships with Customer Success, Product, and Development) plus facilitating stand-ups and workshops to foster a collaborative culture. In operations, they will monitor metrics (CSAT, FRT, RoR, SLA), analyze trends, identify improvement opportunities for the team and customer experience, drive tooling and automation improvements with the Support Operations Manager, and contribute to knowledge base content and training materials.
