Customer Support Team Lead – Enterprise SaaS & Life Sciences

Customer Support Team Lead
Role Summary
We are hiring a Customer Support Team Lead to manage enterprise SaaS product support operations, drive customer satisfaction, and lead L1/L2 support teams. The role involves handling escalations, ensuring SLA adherence, improving support processes, and collaborating with Product, Engineering, QA, Dev Ops, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred.

Key Responsibilities
Manage day-to-day customer support operations
Ensure timely issue resolution aligned with SLAs
Handle escalations, incidents, and customer communications
Lead and mentor support engineers and analysts
Monitor support KPIs including CSAT, MTTR, backlog, and SLA compliance
Collaborate with Product, QA, Dev Ops, and Infrastructure teams for issue resolution
Drive RCA, process improvements, automation, and knowledge management
Support onboarding, hypercare, and go-live activities

Required Skills & Experience
7–12 years of experience in enterprise application or SaaS support
2–5 years of team leadership experience
Strong experience with ticketing tools such as Jira, Service Now, Zendesk, or Freshdesk
Understanding of APIs, integrations, cloud platforms, and production support processes
Strong stakeholder management and customer handling skills
Experience working with global customers and distributed teams

Preferred
Experience in Life Sciences / Pharma / Regulatory domain
Knowledge of RIM, Labeling, Compliance, or Regulatory Operations platforms
Exposure to GxP / CSV environments, Dev Ops, and monitoring tools
ITIL certification is a plus