[Hiring] Team Lead, Customer Support @Keyfactor, Inc.

Role Description

Customer Support Team Lead oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within [EMEA/APAC/US], managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency.

• Leads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles.
• Ensure timely closures of tickets and SLAs are met within the team.
• Promotes knowledge sharing within the team to enhance overall support capability and efficiency.
• Promotes customer communication via live channels, not email.
• Handles enterprise customers requiring a higher level of expertise.
• Provides constructive feedback, and creates personalized development and improvement plans to foster career growth.
• Fosters a positive and collaborative team environment that encourages continuous improvement and high performance.
• Ensures the delivery of high-quality support services, focusing on timely and effective issue resolution and maintaining high levels of customer satisfaction.
• Manages customer escalations, providing timely and accurate solutions while maintaining effective communication with customers.
• Addresses dissatisfied customer feedback with the regional manager to improve customer loyalty and reduce churn risk related to support engagements.
• Collaborates closely with product development and engineering teams to ensure prompt and effective resolution of customer issues.
• Works with professional services and customer success teams to align support activities with business objectives and customer expectations when required.
• Communicates customer feedback and insights to internal stakeholders to drive continuous improvement of products and services.
• Serves as the primary point of contact for escalated customer issues within the team, ensuring timely and satisfactory resolution.
• Coordinates with global support teams to manage cross-regional escalations and ensure a unified approach to issue resolution with the regional manager.
• Ensures documentation of solutions, best practices, and common issues in the knowledge base to support the team and customers.
• Monitors daily case trends, identifies areas for improvement in operational metrics, and provides actionable insights to the team and management.
• Oversees case assignments to ensure balanced workloads and efficient issue resolution.
• Assists in escalating cases across team, ensuring allocation of appropriate resources for prompt resolution.

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

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule).
• Comprehensive benefit coverage globally.
• Paid Parental Leave is available to new parents, with structure varying based on regional/government requirements.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• 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 to support professional development.
• Regular All Hands meetings – followed by group gatherings.

Company Description

Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction.