Customer Support Team Lead

Customer Support Team Lead

We are seeking an experienced and highly skilled Customer Support Team Lead to oversee complex customer issues, drive operational excellence, and lead a high-performing support team. The ideal candidate will bring a strong technical background, proven leadership abilities, and deep experience in managing escalations for enterprise SaaS customers. This role involves close collaboration with Product, Engineering, QA, Customer Success, and cross-functional teams to deliver exceptional customer experiences and ensure long-term platform stability.

Customer Issue Management & Technical Troubleshooting

• Serve as the primary escalation point for complex and high-impact customer-reported issues.

• Lead and guide the team in issue review, diagnosis, triage, and advanced troubleshooting across the CPAi platform.

• Ensure clear, transparent, and proactive customer communication throughout the issue lifecycle.

• Evaluate and recommend alternative solutions or workarounds where necessary.

• Maintain full end-to-end ownership of escalated issues, working closely with Product, Engineering, QA, and Customer Success teams.

Team Management

• Lead, mentor, and develop a high-performing customer support team.

• Allocate workloads, define priorities, and ensure global coverage across shifts and time zones.

• Establish and scale support processes aligned with industry best practices and a customer-first mindset.

• Conduct regular training and upskilling sessions on platform features, tools, and new releases.

Process Excellence & Documentation

• Drive the creation, review, and maintenance of SOPs, troubleshooting guides, service notes, and knowledge base documentation (internal and external).

• Continuously monitor and improve support workflows to enhance efficiency and reduce ticket backlog and volume.

Cross-Functional Collaboration

• Work closely with Product and Engineering teams to provide structured insights gathered from customer interactions.

• Contribute to root cause analysis (RCA) and assist in planning long-term corrective measures.

• Support and coordinate platform upgrades, patches, and release readiness activities for customers.

Reporting & Metrics

• Own and monitor key support KPIs including response time, resolution time, SLA compliance, CSAT/NPS, and ticket backlog.

• Evaluate team and operational performance using relevant tools, dashboards, and analytical methods.

• Provide regular reports and actionable insights to leadership.

What You Will Need

• 8+ years of experience in customer support or technical support roles within SaaS organizations.

• Minimum 3 years of experience in a team lead or managerial capacity.

• Strong technical foundation with an understanding of software development concepts, APIs, web technologies, and cloud-based systems.

• Hands-on experience with tools such as Salesforce, JIRA, Confluence, and other support platforms.

• Experience handling enterprise customers; legal tech domain knowledge is an added advantage.

• Proven expertise in managing critical escalations and delivering high-quality customer experiences.

• Strong analytical skills with an ability to identify trends, patterns, and root causes.

• Excellent communication skills (written and verbal) in English.

• Ability to work in shifts or extended hours to support a global customer base.

• Strong problem-solving abilities, ownership mindset, and passion for customer success.

Benefits

• Opportunity to work in a fast-moving, high growth SaaS company

• Competitive Salary

• Paid Time off

• Generous Employee Referral program

At ContractPodAi we believe in creating a diverse and inclusive workplace where everyone feels heard and valued. We are proud to be an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.