Responsibilities
- Lead weekly team syncs, communicate performance metrics, and monitor progress toward objectives
- Guide and develop team members through regular one-on-one sessions, constructive feedback, and career growth support
- Serve as the primary escalation contact for team members
- Participate in recruitment activities and team hiring efforts
- Collaborate with other team leads across departments
- Onboard new hires by ensuring access to tools, processes, and training needed to succeed
- Monitor ticket queue health, including backlog size, aging trends, and sudden volume increases
- Identify stalled support tickets and lead efforts to resolve them
- Address obstacles by coordinating with Tier 2 support, engineering, product, and support stakeholders
- Track key performance indicators such as first response time, resolution time, and reply volume, and ensure timely feedback
- Create and manage shift schedules to maintain consistent team availability
- Adjust team staffing in response to ticket volume, time off, and active projects or events
- Distribute work evenly across the team to prevent overload and inefficiency
- Conduct quality assurance reviews on support tickets to uphold service standards
- Analyze customer satisfaction scores and convert findings into actionable improvements
- Spot recurring customer issues and develop standardized responses or automated solutions
- Monitor the status and progress of ongoing projects and workflows
- Keep project tracking systems updated with accurate cycle information and weekly progress reports
- Maintain awareness of risks, blockers, and advancement across key initiatives
- Compile and maintain a prioritized list of top customer pain points and share insights with relevant teams
Benefits
- Competitive salary and pay structure
- Equity stake in the company
- Work-life balance: 30 days of vacation in Europe plus public holidays; 20 vacation days, 8 sick days, and public holidays in the US
- Health and wellness benefits: region-specific medical, dental, and vision coverage, including low-cost HDHP with HSA in the US
- Retirement planning: local pension contributions in Europe; 401(k) with 4% employer match in the US
- Financial protection: region-specific disability and life insurance coverage
- Annual learning stipend of €1,000 or equivalent for professional development
- Engaged and motivated team culture with regular innovation events
- Fully remote work model with team members across Europe and periodic in-person gatherings
- Monthly stipend for open-source contributions
- Unlimited budget for AI tools to enhance productivity
- Transparent operations with full access to company performance and project updates
Compensation
Competitive compensation
Work Arrangement
Remote-first
Team
Support Engineering
Other
- Applicants must reside in California, Massachusetts, Virginia, New York, New Jersey, Florida, or Texas
- English is the official company language
- We are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability
- Visa sponsorship available for Germany; for all other locations, candidates must already have the right to work
Available for Germany; candidates must have existing work authorization for other countries
