Team Leadership & Development 

• Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans. 

• Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals. 

• Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving. 

• Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves. 

• Communicate team performance, priorities, and risk areas clearly and consistently to leadership. 

Support Operations & Escalation Management 

• Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team. 

• Serve as the primary escalation point for complex or sensitive customer issues  you step in when it matters most. 

• Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers. 

• Monitor trends in support volume and escalations to proactively identify risks and gaps before they become bigger problems. 

• Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale. 

Customer & Product Alignment 

• Develop a deep understanding of what drives support demand  ticket analysis, customer feedback, and product usage patterns. 

• Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering. 

• Translate product roadmap changes and releases into clear support readiness plans: training, process updates, documentation. 

• Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions. 

Data, Performance & Continuous Improvement 

• Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools. 

• Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action. 

• Identify and implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient. 

• Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are the norm. 

• Share what's working with peers and leadership so successful approaches can be standardized across teams. 

Required 

• 3+ years in customer support or customer facing operations, including 1–2+ years in a people leadership or team lead role, SaaS, B2B, or technical support preferred. 

• Proven track record managing high-volume support queues while maintaining SLA and quality standards. 

• Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations. 

• Strong analytical thinking, comfortable interpreting support metrics and translating data into action plans. 

• Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders. 

• Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets. 

• Calm, solution oriented, and empathetic under pressure,  especially when handling escalations and difficult customer situations. 

• Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations. 

 

• Basic understanding of how web applications and APIs work: 

• HTTP methods (GET, POST, PUT, DELETE) 

• Common status codes (2xx, 4xx, 5xx) 

• Headers, query parameters, request/response bodies 

 

• Familiarity with file transfer concepts: 

• FTP/SFTP basics 

• Directory structures and file naming conventions 

• Verifying file presence, timestamps, and file sizes 

 

• Comfort reading logs and interpreting data: 

• Reading timestamps and severity levels (INFO/WARN/ERROR) 

• Locating relevant log entries for a specific transaction, store, or time window 

• Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors 

 

• For technical or development-focused tracks: 

• Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows) 

• Comfort with basic programming logic and complex troubleshooting scenarios