Position Title: Team Lead, Customer Support & Service Continuity
Location: Remote (Work@Home) Latam.
Schedule: 9:00 am to 6:00 pm CST, M-F except for USA National Holidays
Company Background: We are a software business on a mission to make telecom a breeze. We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.
We embrace a people-first philosophy rooted in respect, trust, and flexibility. We believe that whatever works best for our employees is what works best for us. The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!
Position Summary:
As a Team Lead, Customer Support & Service Continuity, you will be responsible for leading the customer support team, consisting of Software Support Analysts and Response Managers. In this role, you will oversee the day-to-day operations of the developer support and incident management teams.
The ideal candidate will have a strong background in incident management, technical troubleshooting, and team leadership, ensuring efficient resolution of customer issues while maintaining high service levels. Your role will involve coaching and mentoring the team to monitor, predict, and prevent incidents, owning and investigating customer submitted support/bug tickets with the ultimate goal of maintaining service availability and performance at the highest possible levels.
You will collaborate closely with multi-functional teams, ensuring that all incidents are efficiently logged, categorized, and resolved, while also refining incident management protocols over time. This role requires quick thinking, strong problem-solving skills, and the ability to remain composed during high-pressure situations.
If you are passionate about operational excellence, problem resolution, and continuous service improvement, this role is for you.
Responsibilities:
Team Leadership & Coaching
- Lead and mentor a team of software support analysts and incident response managers.
- Provide coaching and training to ensure the team’s well-being and high performance.
- Ensure the team provides timely and accurate responses to customer inquiries and technical issues.
- Develop deep expertise in the company’s products and services to provide technical guidance.
Support & Process Improvement
- Develop and maintain support and incident management processes, best practices, and standard operating procedures (SOPs).
- Identify opportunities to streamline support and incident management workflows.
- Implement automation where applicable to increase efficiency.
- Monitor support ticket queues, SLAs, and relevant metrics to drive continuous improvement.
- Maintain and enhance incident management runbooks and knowledge base documentation for both internal teams and customers.
Incident Management & Coordination
- Act as a primary escalation point for critical incidents impacting our customers.
- Curate and verify incident data to ensure accuracy.
- Facilitate incident bridges, ensuring effective communication and troubleshooting efforts.
- Coordinate with cross-functional teams, including engineering and product, to drive swift issue resolution.
- Implement and improve incident response frameworks.
- Lead post-incident reviews and root cause analysis (RCA).
- Drive initiatives to reduce recurring incidents and improve platform stability.
Insights & Reporting
- Track and analyze team KPIs, such as response times, resolution times, and productivity.
- Provide regular reports to leadership on incident trends, root causes, and areas for improvement.
Required Skills & Experience:
- 5+ years of experience in IT service management or a related role.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Working experience as a Senior Incident Manager or Customer Support leadership
- Strong understanding of IT service management (ITSM) frameworks, incident management and escalation processes.
- Experience working with IT monitoring tools such as Grafana, Zabbix, and Datadog.
- Excellent written communication skills—able to translate complex technical incidents into clear, concise updates for different audiences.
- Excellent problem-solving ability, with a focus on problem-analysis methodologies and customer centric mindset.
- Strong verbal and written communication skills, with the ability to coordinate across teams.
- Strong documentation skills to develop Standard Operating Procedures (SOPs) and incident reports.
Nice to have:
- Knowledge of problem management frameworks and practices.
- Experience with ITIL v3 or v4 certification.
- Technical expertise in supporting Linux/Unix systems and cloud-based environments.
- Basic knowledge of configuration management tools (e.g., Ansible, Puppet, Chef, SaltStack).
- Previous experience working in an agile environment.
- Basic understanding of Continuous Integration & Continuous Deployment (CI/CD) concepts and tools.
- Familiarity with Docker and Kubernetes
- Experience working in an agile environment.
Job Type: Full-time
Pay: $40,000.00 - $60,000.00 per month
Work Location: Remote
