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Customer Support Team Lead
Full-time
Workwize helps IT teams equip their remote and global teams with all necessary IT equipment, with an automated SaaS platform for hardware deployment, management, and retrieval across 100+ countries, managing 120,000 devices for 50,000 users.
As Customer Support Team Lead, you will manage and develop the EU-based Customer Operations team while contributing to a global support operation spanning EU and US hours. Your focus is ensuring the EU team meets SLA targets, maintains excellent ticket quality, and continuously improves workflows for round-the-clock coverage, taking ownership of agent performance, structured ticket analysis, day-to-day operations, training, and quality assurance.
Your Responsibilities Include
Day-to-Day Actions & Monitoring
Oversee all EU communication channels in Pylon to ensure SLA compliance, and own EU reporting dashboards for structure, consistency, and accuracy.
Analyse EU ticket data to identify volume trends, recurring issues, root causes, and agent performance patterns.
Collaborate with the US Team Lead to maintain seamless global coverage and handovers between time zones.
Review open tickets daily, ensuring timely resolution and adherence to workflows, and report bugs with clear context.
Team Management (EU Region)
Lead daily EU standups to align on priorities, SLAs, and blockers, and own EU scheduling, capacity planning, and holiday coverage.
Distribute workload fairly and conduct weekly or bi-weekly 1:1s offering praise, coaching, and constructive feedback.
Monitor EU KPIs and SLA performance and support agent growth and career development.
Team Quality, Insights & Improvements
Ensure correct use of escalation pathways and resolve complex escalated EU tickets directly or with stakeholders.
Identify training needs through QA results, ticket audits, and trend analysis.
Partner with Knowledge Management to update internal KB articles and Pylon AI workflows, and recommend operational improvements based on data insights.
Who You Are
Empathetic leader with a passion for coaching, development, and creating an inclusive team environment.
Confident in interpreting support data, identifying patterns, and proposing improvements.
Skilled in ticket operations, structured QA, and support.
