Managing the day-to-day operations of the North America customer support team, the full-time Customer Support Team Lead will ensure a seamless experience for customers, drive operational excellence, and mentor team members while working remotely. Key Responsibilities Manage an active caseload as a product expert and serve as the primary escalation point for critical regional customer issues Lead, mentor, and develop a small team, conducting regular one-on-ones and managing onboarding and training programs Oversee daily queue health, ensure SLA adherence, and drive team KPIs while optimizing support processes and maintaining the Knowledge Base Required Qualifications 5+ years of experience in Customer Support for SaaS or enterprise software 2+ years managing teams or informal leadership roles within a Support organization Experience with Salesforce administration or highly customizable software Proven ability to carry an active support caseload while contributing to team operations and performance Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field (preferred)