Team Lead, Customer Support

The role

The Customer Support Team Lead oversees regional leadership of a specific support tier. This person manages engineers, handles escalations, and ensures operational efficiency and customer service.

What you will do

• Leads, mentors, and develops a team of customer support engineers.
• Ensure timely closures of tickets and SLAs are met within the team.
• Promotes knowledge sharing within the team.
• Promotes customer communication via live channels, not email.
• Handles enterprise customers requiring a higher level of expertise.
• Provides constructive feedback and creates personalized development plans.
• Fosters a positive and collaborative team environment.
• Ensures the delivery of high-quality support services.
• Manages customer escalations.
• Collaborates with product development and engineering teams.

Required qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders.
• Strong knowledge of cryptography and PKI solutions.
• Proven ability to manage complex projects and multiple priorities.
• Strong analytical skills and experience with support metrics and data analysis.
• Ability to lead and mentor teams effectively.
• Strong communication and interpersonal skills.
• Ability to handle escalations and resolve conflicts.
• Understanding of ITIL or NIST framework and support processes.

Nice to have

• Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December).
• Comprehensive benefit coverage globally.
• Paid Parental Leave.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings.

About the company

Keyfactor is the leader in trust infrastructure for AI and machines, helping enterprises and government agencies control cryptographic identities. The company is a global team that moves fast and thinks big.