Caseware

Lead and coordinate daily support desk activities; report team deliverables to management.
Monitor ticket queues, workload, priorities, response times, and resolution progress.
Assign and prioritize work based on urgency, impact, customer needs, and capacity.
Provide daily guidance to team; coaching and escalation oversight.
Handle complex cloud support cases; perform advanced troubleshooting.
Ensure ticket quality and SLA adherence; maintain case documentation.

🎯 Requirements

2-5 years in a senior customer/technical/support role in SaaS/cloud.
Lead and coordinate support team activities, including workload and escalation.
Experience handling complex or escalated issues to resolution.
Cross-functional work with product, development, QA, implementation, and success.
Excellent customer communication and stakeholder management.
Strong analytical skills to interpret data; documentation.

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