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
