Support Team Lead
What You’ll Do
Team Leadership & Delivery
· Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
· Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems
· Act as the primary escalation point for complex or high-impact customer issues
Performance & KPI Management
· Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
· Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
· Drive accountability and ownership within the team
Data-Driven Insights & Improvement
· Analyze support data and customer insights to identify recurring issues and operational gaps
· Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
· Provide actionable recommendations to stakeholders based on data trends
Cross-Functional Collaboration
· Partner with Product Management and Engineering teams to escalate issues and provide quantitative feedback on customer pain points
· Contribute to shaping product improvements and reducing friction in the user journey
· Represent the Support team in cross-functional discussions
Process, Knowledge & Automation
· Oversee development and maintenance of knowledge base articles and internal documentation
· Drive process standardization, workflow improvements, and support automation initiatives
· Ensure the team follows best practices in support operations
Technical Leadership
· Guide team members in troubleshooting and understanding system behavior “under the hood”
· Encourage continuous learning in APIs, SaaS systems, and integrations
· Support technical skill development within the team
Culture & Engagement
· Foster a collaborative, high-performance, and customer-centric team culture
· Promote AfterShip’s values of operational excellence and customer delight
· Support team engagement, retention, and professional growth
Who We’re Looking For
Experience
· 4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments
· At least 1–2 years of experience in a Team Lead or supervisory role
Education
· Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)
Technical & Product Knowledge
· Strong understanding of enterprise B2B SaaS products and customer lifecycle
· Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia)
· Ability to read and understand code (Python, JavaScript) is a strong advantage
Tools & Systems
· Experience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow)
· Familiarity with CRM tools such as HubSpot is a plus
Support Excellence
· Strong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management)
· Experience driving measurable customer outcomes and operational improvements
Core Competencies
· Strong leadership, coaching, and people management skills
· Excellent communication skills with ability to simplify technical concepts
· Analytical, proactive, and solution-oriented mindset
· Ability to thrive in a fast-paced, global SaaS environment
· Strong technical curiosity and passion for understanding systems and integrations
Job Type: Full-time
Work Location: Remote
