Team Lead

Responsibilities

• Lead Support Operations: Manage the daily operation of a Support team, including case volume, workflow, prioritization, coverage, capacity, productivity, and adherence to service commitments.
• Own Customer Outcomes: Champion customer feedback and ensure escalated or business-critical issues have clear ownership, timely progress, and proactive communication through resolution.
• Manage Team Performance: Set clear expectations, monitor operational and customer measures, review trends, and implement actions that improve resolution, quality, customer satisfaction, and team effectiveness.
• Develop People and Capability: Coach, mentor, and develop team members through regular feedback, career conversations, skills planning, knowledge sharing, and targeted development actions.
• Translate Goals into Plans: Convert operational goals into resource schedules, work plans, priorities, and measurable actions, using judgement to determine the best approach for daily operations.
• Improve Processes and Systems: Recommend, develop, and implement improvements to support procedures, workflows, tools, reporting, and knowledge practices.
• Provide Technical and Operational Guidance: Apply strong support knowledge to advise the team, remove blockers, and help resolve complex technical or operational issues when required.
• Collaborate Cross-Functionally: Work with Product, Engineering, Cloud Operations, Customer Success, Professional Services, and other teams to address product issues, improve handoffs, and drive customer resolution.
• Use Data to Drive Decisions: Maintain effective performance monitoring, analyze case and customer trends, and provide clear operational reporting, risks, capacity insights, and recommendations to leadership.
• Build a Strong Team: Support workforce planning, recruitment, onboarding, retention, succession planning, and the development of an inclusive, accountable, and collaborative team culture.
• Maintain Process Discipline: Ensure cases, incidents, escalations, customer updates, and related records are accurate and current in Salesforce Service Cloud, Jira, ServiceNow, or related systems.
• Support Global Coverage: Participate in operational reviews and provide escalation or on-call leadership where required by the support model.

About You

• Proven experience leading and developing a customer-facing technical support team, including senior team members or leads.
• Strong coaching, performance management, conflict resolution, and employee development skills.
• Ability to create clarity, accountability, and engagement across diverse and multicultural teams.

• 10+ years of relevant experience in enterprise software, SaaS, application support, or customer support operations. Years of experience are a guideline and not a threshold for progression.
• Experience managing support volume, workflow, productivity, resource planning, service levels, and escalations.
• Strong customer and stakeholder management skills, including clear communication during complex or high-impact situations.
• Ability to analyze trends and convert operational insight into practical improvement actions.

• High degree of product and support-process understanding, with the ability to guide technical and operational problem solving.
• Working knowledge of cloud-based enterprise applications, Microsoft technologies, SQL, APIs, integrations, and common application support concepts.
• Experience with Salesforce Service Cloud or comparable CRM/case management platforms.
• Familiarity with ITIL practices, Agile ways of working, SDLC concepts, and tools such as Jira.

• Excellent written and verbal communication, presentation, negotiation, and stakeholder-management skills.
• Ability to work effectively with Product, Engineering, Cloud Operations, Customer Success, Sales, Finance, and other business functions.
• Professional judgement and discretion in interpreting and executing policies that affect team operations.

• Experience managing premium, enterprise, or high-touch customer support services.
• Experience supporting global teams across multiple regions and time zones.
• Relevant leadership, ITIL, customer experience, or technical certification.

Benefits

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 13 public holidays
• Employee Assistance Program

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.