Lead XTEL's global Customer Support team across CET, EST & AEST time zones.
Coach agents, drive incident resolution, ensure SLA compliance, and champion continuous improvement in a SaaS environment.
Oversee incident triage, troubleshooting, and service request fulfillment.
Act as the primary escalation point for complex or high-priority incidents.
Manage shift schedules and coverage across CET, EST, and AEST time zones.
Monitor team performance, workload distribution, and ticket queues.
Ensure high-quality client communication.
Review and challenge ticket categorization and prioritization.
Lead regular reviews of knowledge base articles and SOPs.
Drive the continuous improvement process within the team.

Proven experience in a helpdesk, technical support, or customer service role, preferably in a software/SaaS environment.
Strong leadership, coaching, and team management skills.
Experience managing teams across multiple time zones and shift schedules.
Excellent verbal and written communication skills in English (other languages are a plus).
High level of empathy, patience, and professionalism in all client and team interactions.
Effective conflict resolution and problem-solving abilities.
Ability to motivate and develop team members, fostering a culture of learning and excellence.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and work well under pressure.
Commitment to continuous improvement and knowledge sharing.
Solid understanding of software applications, incident management, and troubleshooting.
Experience with ticketing systems and ITSM tools.
Ability to analyze data, identify trends, and drive process improvements.
Familiarity with knowledge base management and SOP development.
Analytical mindset and ability to make informed decisions quickly.

Hybrid working set-up
Flexible working hours
Competitive Salary Package
A challenging role in a fast-growing, AI-driven company
A diverse and international team with strong ownership and a can-do mentality
Opportunities to contribute meaningfully to the organization's growth and development

Customer Support Team Leader

Key skills