Customer Support Team Lead – Enterprise SaaS & Life Sciences

Customer Support Team Lead
Role Summary
We are hiring a Customer Support Team Lead to manage enterprise SaaS product support operations, drive customer satisfaction, and lead L1/L2 support teams. The role involves handling escalations, ensuring SLA adherence, improving support processes, and collaborating with Product, Engineering, QA, DevOps, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred.

Key Responsibilities
Manage day-to-day customer support operations
Ensure timely issue resolution aligned with SLAs
Handle escalations, incidents, and customer communications
Lead and mentor support engineers and analysts
Monitor support KPIs including CSAT, MTTR, backlog, and SLA compliance
Collaborate with Product, QA, DevOps, and Infrastructure teams for issue resolution
Drive RCA, process improvements, automation, and knowledge management
Support onboarding, hypercare, and go-live activities

Required Sk...