About the Role
We are seeking a
SaaS Team Lead
to lead a technical support team in a fast-paced
SaaS/eCommerce environment
. This role combines people leadership, technical support, KPI management, and process improvement.
Key Responsibilities
Lead, coach, and mentor Support Specialists.
Serve as the escalation point for complex customer and technical issues.
Monitor
CSAT, FRT, AHT, SLA adherence, backlog, and resolution metrics
.
Conduct performance reviews and coaching sessions.
Analyze support trends to identify recurring issues and improve customer experience.
Partner with Product and Engineering teams to resolve issues and communicate customer feedback.
Improve support processes, documentation, workflows, and automation.
Guide team members in troubleshooting applications, APIs, integrations, and SaaS systems.
Promote a collaborative, customer-focused, and high-performance team culture.




Requirements
4–6 years
of Technical/Application Support experience in SaaS, eCommerce, or enterprise software.
1–2+ years
of Team Lead or supervisory experience.
Strong understanding of
SaaS products, customer support operations, and support KPIs
.
Familiarity with
REST APIs, webhooks, and API testing tools
such as Postman or Insomnia.
Ability to understand basic
Python or JavaScript
is a plus.
Experience with
Zendesk, Freshdesk, Salesforce, ServiceNow
, or similar ticketing platforms.
Strong leadership, communication, analytical, and problem-solving skills.
Bachelor's degree in
Computer Science, IT, or related field
preferred.
Job Type:
Full-time
Work Location:
Remote

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