Customer Support Manager / Team Lead

SuccessKPI is a global company with a deep focus on achieving success through a belief that we are stronger together. We are proud of the culture we have created and weave our values into everything we do. Our employees are always encouraged to be innovators and builders at heart that help shape the future of our organization. We believe that offering competitive benefits and perks is nice but helping our employees thrive in today’s ever-changing world is even better! We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong work-life balance. We offer a flexible work environment as a fully remote team. If this sounds like a place you’d be proud to work at, what are you waiting for, apply today!

Job Location: Northern Virginia - Remote (You may also apply if you reside and work in one of the following states: CA, CO, FL, GA, IL, ID, IN, MA, MD, MO, MI, NE, NC, NJ, PA, TN, TX)

Reports To: Director of Support  

Role Overview 

We are seeking a Customer Support Team Lead to oversee the daily operations of our customer support team, ensuring high-quality service delivery, adherence to SLAs, and an excellent customer experience. This role is focused on team management, process execution, and operational efficiency, while collaborating closely with leadership to align with strategic initiatives. 

This role will not be suitable for candidates who need to learn on the job – the ideal candidate is a highly experienced customer support leader with a strong background in SaaS support operations, team development, and performance management. You will be responsible for coaching a team of Tier 1 and Tier 2 support engineers, enforcing best practices, ensuring SLA compliance, and driving process improvements to enhance overall service quality.

Why work for SuccessKPI:    

Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work   

• Opportunity to work for a fast-growth global company in the rapidly growing analytics space  
• Opportunity for career development and growth opportunities as we grow and scale  
• Opportunity to build industry relationships and work alongside seasoned industry experts  
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI! 

Key Responsibilities 

Team Leadership and Development 

• Lead, coach, and support a team of Tier 1 and Tier 2 customer support engineers. 

• Manage daily team operations, ensuring consistent performance and adherence to best practices. 

• Develop and implement structured onboarding, training, and development programs. 

• Provide ongoing coaching, feedback, and performance evaluations to drive team growth. 

• Foster a culture of accountability, problem-solving, and customer advocacy. 

Customer Support Operations 

• Oversee daily support workflows to ensure efficient case management and resolution. 

• Monitor ticket queues, enforce SLAs, and ensure escalations are handled appropriately. 

• Maintain clear accountability for ticket handoffs between teams and regions. 

• Identify operational bottlenecks and collaborate with leadership to improve processes. 

• Ensure customer interactions are handled with professionalism and empathy. 

Service Quality and SLA Compliance 

• Track and enforce SLA adherence across all support tiers, ensuring timely resolutions. 

• Monitor support performance metrics and generate reports for leadership. 

• Implement quality assurance measures to maintain high s