Customer Support Team Lead

About the role

The Customer Support Team Lead will manage and develop a team of Support Engineers to ensure high-quality service delivery and performance. This player-coach role involves overseeing daily operations, coordinating escalations, and fostering a culture of continuous improvement. You will partner with cross-functional teams to refine support workflows and drive customer satisfaction.

Responsibilities

• Directly manage, coach, and develop Support Engineers through regular one-to-ones and performance reviews.
• Own daily service delivery, monitoring ticket queues, workload, and service levels.
• Act as the first point of management escalation for complex, urgent, or sensitive customer cases.
• Identify skills gaps and organize training while owning onboarding for new team members.
• Review ticket quality using QA tools and scorecards to coach the team.
• Coordinate with Product, Engineering, and Customer Success teams to resolve customer issues and refine workflows.

Required skills

• Support
• People management
• Coaching
• Performance management
• Escalation management
• French
• English

Nice to have

• B2B SaaS
• Microsoft 365
• Zendesk
• Quality management
• Knowledge management
• Support Operations

Qualifications

• Experience managing or leading a customer-facing team
• Experience in B2B SaaS, technical support, or a similar operational environment

Benefits

• WFH equipment budget
• Wellness package
• Paid parental leave
• Sick child leave
• Meal vouchers
• Healthcare insurance
• Commute reimbursement

About the Company

UpSlide is the document production layer for financial services, orchestrating LLMs and workflow agents within Microsoft 365. As a certified B Corporation with 14+ years of experience, the company supports global financial teams in boosting productivity and brand consistency.