Support Team Lead - Enterprise & Data

Support Team Lead, Enterprise & Data
AI-Accelerated | White-Glove | Player-Coach

KidKare is the industry leader in software solutions that power the Child and Adult Care Food Program (CACFP), supporting over 85,000 sponsors, centers, and family childcare providers across the country. Our platform drives critical nutrition, compliance, and reimbursement workflows, helping providers focus on caring for children while we handle the operational complexity behind the scenes.

We are seeking a Support Team Lead, Enterprise & Data to deliver exceptional white-glove service while building a high-performing, AI-enabled support function.

This is a player-coach role for someone who thrives in complex problem-solving, works confidently in SQL, and understands how to leverage AI and modern tooling to increase investigative precision and speed.

You will lead from the front, own complex escalations, partner closely with Engineering, and help define what next-generation enterprise support looks like at KidKare.

WHAT YOU WILL DO

Lead and Develop a High-Performing Team

• Coach and develop support team members through structured 1:1s, quality reviews, and skill-building initiatives
• Model disciplined troubleshooting and executive-ready communication
• Reinforce white-glove standards including proactive updates, clarity of next steps, and strong follow-through
• Raise team capability in diagnosing complex, data-driven issues
• Build a culture rooted in accountability, curiosity, and continuous improvement

Own Enterprise Relationships and Escalations

• Manage a portfolio of enterprise and VIP customers in partnership with Customer Success
• Lead Tier 2+ escalations end-to-end, including technically complex and data-related cases
• Maintain 30%-50% direct ticket ownership to stay closely connected to product behavior and customer impact
• Communicate clearly and confidently during high-severity incidents, including impact assessment, mitigation plans, and timelines
• Ensure structured documentation and cross-functional coordination when Product or Engineering engagement is required

Drive AI-Enabled, Data-Forward Investigation

• Combine advanced SQL, structured troubleshooting, and AI tools to isolate root cause with speed and precision
• Use direct database queries to validate discrepancies and confirm system behavior
• Leverage internal code-aware AI agents to accelerate logic tracing and defect identification
• Exercise strong judgment in distinguishing configuration issues, data gaps, user error, and true product defects
• Validate AI-generated hypotheses against live system data before escalation
• Translate technical findings into clear, executive-ready explanations for customers and structured briefs for Engineering

Elevate Operational Excellence

• Identify opportunities to automate and streamline support workflows through intelligent tooling
• Help define best practices for responsible AI usage within the Support organization
• Own key support metrics including SLA adherence, CSAT, time to resolution, and productivity
• Analyze trends and case patterns to inform process, staffing, and enablement improvements
• Document root causes and prevention strategies to reduce recurrence and improve scalability

Strengthen Cross-Functional Alignment

• Partner closely with Product, Engineering, Customer Success, and Marketing to ensure alignment on releases and customer-impacting changes
• Translate recurring support insights into prioritized product improvements
• Develop structured change-readiness materials and communication templates
• Advocate for enterprise customer needs across the organization

WHY JOIN KIDKARE

At KidKare, we believe in people helping people. Every day, our work supports childcare providers who nourish, teach, and care for millions of children across the country. Our software powers critical nutrition, compliance, and reimbursement processes so providers can focus on what matters most - the children and families they serve.

When you join KidKare, you’re not just building software. You’re strengthening the foundation of early childhood communities nationwide.

Join us if you’re looking for:

• Work that makes a meaningful difference in the lives of childcare providers and families
• A culture grounded in collaboration, ownership, and continuous learning
• The opportunity to shape products and processes that directly support real-world impact
• A leadership role that balances hands-on expertise with strategic influence
• Competitive compensation and comprehensive benefits
• A flexible, trust-based environment focused on results