Effectory
Customer Support Engineering Lead
Employment
Not statedLevel
LeadTeam
Customer SuccessCountry assessment
Not doable from Austria because the employer's own board marks it as not remote.
Our assessment is guidance. Confirm arrangements with the employer.
Job description
At Effectory, we are building a scalable, data-driven Customer Support Engineering organization. As Team Lead, you will lead the team, improve support processes and tooling, and help deliver a high-quality support experience for customers and colleagues. You will combine people leadership with operational management and continuous improvement. Your focus will be on quality, efficiency, customer satisfaction and team development, including the smart use of automation, AI and self-service.
What will you do? Lead and coach the Customer Support Engineering team, fostering a strong customer-first culture, collaboration and ownership. Conduct performance, development, absence and salary conversations, working closely with People & Culture on onboarding, development and wellbeing. Manage support KPIs such as SLA, CSAT, ticket volume, backlog, response time, resolution time and escalations.
Advise on capacity planning and workload management and take corrective action when needed. Identify structural issues and improve ticket quality, intake, workflows, knowledge management and documentation. Drive automation, AI and self-service initiatives to reduce manual work. Translate support insights into improvement initiatives and input for the Product Roadmap.
Work closely with Product, Engineering, Customer Success, PSC and Operations, sharing relevant customer insights and churn signals.