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# Technical Customer Support Team Lead

- **Company:** SPORTS HOUSE SIX, LLC
- **Location:** Raleigh, NC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Software as a Service, Identity and Access Management, Knowledge Management, Salesforce.Com, Enterprise Software Applications, Zendesk
- **Published:** August 26, 2026
- **Apply:** https://www.careerjet.com/jobad/usa0f4d91abdbe185a174cb921727f9b0d

## About the Role

* 5+ years of experience in Customer Support for SaaS or enterprise software.
 * 2+ years managing teams or holding informal leadership roles within a Support organization.
 * Experience with Salesforce administration or highly customizable software - Required.
 * Hands-on experience troubleshooting enterprise authentication, including SSO, MFA, and access management protocols.
 * Proven ability to carry an active support caseload while contributing to team operations and performance.
 * Strong analytical skills and experience using support tools (e.g., Zendesk, Salesforce Service Cloud, Intercom, Freshdesk).
 * Excellent proactive communication and cross-functional collaboration skills.
 * Familiarity with AI-powered support tools, knowledge management, and proactive support strategies - Preferred.
 * Bachelor's degree or equivalent experience in Technology, Business, Management, or a related field - Preferred.

## Description

As a Customer Support Team Lead, you will manage the day-to-day operations of our North America customer support team, ensuring a seamless and consistent experience for our customers. You will be responsible for driving regional operational excellence, coaching and developing Customer Support Engineers, and collaborating with cross-functional teams to ensure support cases are handled to the organization's service levels. This role is a strong next step for someone looking to grow their leadership as our global team scales., Day-to-Day Support Activities

 * Manage an active caseload as a product expert and serve as the primary escalation point to directly resolve critical regional customer issues.
 * Participate in on-call rotation (once every 4-6 weeks) alongside other US-based team members.

Leadership & Team Management

 * Lead, mentor, and develop a small team, conducting regular one-on-ones and coaching
 * Manage onboarding, and training programs to support team growth and operational consistency.

Operational Excellence

 * Oversee daily queue health, ensure SLA adherence, and drive team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge Base.

Cross-Functional Collaboration

 * Collaborate with Regional Support, Customer Success, Professional Services, and Product to escalate customer or product issues and ensure seamless case handling and timely resolution of cross-functional issues.


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