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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