Job Description
Our Client is revolutionizing how businesses support their global teams. The rise of remote work has unlocked global talent but also introduced logistical challenges in managing IT hardware, shipping, storage, and retrieval.
Their SaaS platform, integrated with global suppliers and warehouses, automates the entire IT hardware lifecycle. Today, they serve over 25,000 users and manage 100,000+ devices in more than 100 countries.
As a Customer Support Team Lead, you will guide a group of Customer Support Agents working US hours, helping them meet SLA targets, grow professionally, and continuously improve workflows and ticket quality. You will take ownership of agent performance, day-to-day ticket flow, training, and quality assurance. Your goal is to create a high-performing and motivated team while aligning with broader company and support objectives.
Responsibilities:
Day-to-Day Actions Monitoring
Oversee all communication channels in Zendesk (email, chat,
Slack, SMS, WhatsApp) to ensure SLA compliance
Own and maintain Zendesk reporting dashboards, flag trends, and provide
actionable feedback to agents
Report bugs or system issues in Slack with clear ticket links and
context
Monitor squad tools (Order Tool or Retrievals) to ensure end-of-day
(EOD) zero-action goals
Review agent open tickets daily and support timely resolution
Team Management
Lead team standups to align on priorities, goals, and blockers
Organise agent schedules, holiday tracking, and public holiday coordination
Distribute daily workload fairly and adjust for agent availability or outages
Conduct weekly or bi-weekly 1:1s with agents using 15Five, offering both praise and constructive feedback
Monitor KPIs and SLA metrics per agent and share performance updates with the CO Manager
Team Quality & Improvements
Ensure proper use of escalation pathways and prevent unnecessary escalations to Service Owners
Resolve complex escalated tickets directly or in collaboration with your squad
Identify training needs and support the creation of new Knowledge Base articles
Suggest workflow, process, or escalation improvements to the CS Manager, with input from agents
Who You Are:
Empathetic and people-focused, with a passion for mentoring and coaching
Skilled at ticket operations, metrics, and structured QA
Comfortable making decisions, organizing workflows, and leading in a
remote-first team
Proactive, process-driven, and always seeking improvements
Strong communicator across email, chat, and internal documentation
Requirements
4+ years in a customer support or service operations role
2+ years of experience in a team lead or mentorship capacity
Recent experience with Zendesk is a must
Experience handling high-end escalations
Strong understanding in SLAs
Excellent time management and organisational skills
Experience working in fast-paced, remote environments
Experience creating process documentation and workflows
Advanced English (written and spoken)
Bonus Skills:
Familiarity with IT lifecycle, logistics, or hardware asset management
Experience using tools like Airtable, Retool, HiBob, or 15Five
Prior work in a scaling start-up or SaaS environment
* This position is hybrid