Support Team Lead

Your Mission: As a Support Team Lead, your mission is to drive world-class customer support by leading a team of Support Specialists delivering timely, accurate, and empathetic assistance across AfterShip's suite of SaaS products. You will be responsible for team performance, operational excellence, and continuous improvement, ensuring customers—from SMBs to global enterprise retailers—receive exceptional post-purchase experiences.

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