Senior Support Lead

You will lead day-to-day external support operations, including coaching, coverage, triage, and escalation decisions. You will improve support workflows, tooling, reporting, documentation, and quality assurance. You will monitor tickets, assess partner performance, and maintain consistent standards across customer and partner interactions.

Responsibilities

• Lead day-to-day external support operations, including coaching, shift coverage, and escalation triage
• Resolve issues covered by existing processes and escalate only necessary issues
• Strengthen support tooling and processes
• Own quality assurance and ensure consistent interaction standards
• Prepare and spot-check client reporting
• Maintain internal and external documentation
• Track external support partner performance against agreed standards
• Monitor tickets and escalations when leadership is unavailable

Requirements

• 5–7 years of experience in customer support, support operations, or CX
• Experience managing an outsourced or offshore support team, including performance reviews and quality oversight
• Hands-on experience with modern support tooling, workflows, and reporting
• Ability to make fast judgment-based decisions within defined guardrails and know when to escalate
• Strong written communication