Manage the real-time ticket queue and workload distribution for the night shift to ensure SLA compliance.
Serve as the primary escalation point for technical blockers, coordinating with Engineering and Product teams.
Conduct regular ticket audits and "live-coaching" sessions.
Actively own and resolve complex customer cases via email and video calls.
Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices.
Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools.

Previous experience in a 2nd line B2B support role within a SaaS product company.
Experience leading and mentoring a team to deliver strong performance, while remaining hands-on with complex cases and escalations.
A consultative mindset with genuine empathy.
Outstanding written and verbal communication skills, with the ability to build trust and rapport.
Strong proficiency in English is required.
Experience with support ticketing systems such as Zendesk.
Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively.

Customer Support Team Lead

Key skills