Enterprise Support Team Lead

📋 Description

• Lead, manage, coach, and develop a team of Support Specialists, establishing clear expectations
• Conduct regular coaching, feedback, and performance reviews while identifying development and
• Coordinate onboarding, ongoing training, and knowledge-sharing initiatives to strengthen team
• Own day-to-day operational performance for enterprise support, with particular focus on service
• Monitor and manage SLAs and KPIs, including response and resolution times, customer satisfaction
• Serve as a primary point of contact for enterprise customers operating across multiple locations

🎯 Requirements

• Experience working in a fast-growing, international SaaS environment is preferred.
• Demonstrated experience supporting and managing enterprise customers, ideally with complex
• Proven ability to build and maintain relationships with key customer stakeholders.
• Strong people-management and performance-management experience, including a track record of
• Experience coaching, developing, and motivating support professionals in a customer-focused
• Familiarity with Intercom or comparable ticketing and customer-support management platforms.

🎁 Benefits

• Fully remote working environment
• Competitive compensation and benefits package
• Opportunity to work in a meaningful healthcare technology sector supporting veterinary
• International, fast-growing SaaS environment with colleagues and customers across multiple countries
• Learning, development, and professional growth opportunities
• High level of autonomy and a culture focused on continuous improvement