Customer Support Team Lead Enterprise SaaS & Life Sciences

As a Customer Support Team Lead, your role involves managing enterprise SaaS product support operations, driving customer satisfaction, and leading L1/L2 support teams. You will handle escalations, ensure SLA adherence, improve support processes, and collaborate with Product, Engineering, QA, DevOps, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred. Key Responsibilities: - Manage day-to-day customer support operations - Ensure timely issue resolution aligned with SLAs - Handle escalations, incidents, and customer communications - Lead and mentor support engineers and analysts - Monitor support KPIs including CSAT, MTTR, backlog, and SLA compliance - Collaborate with Product, QA, DevOps, and Infrastructure teams for issue resolution - Drive RCA, process improvements, automation, and knowledge management - Support onboarding, hypercare, and go-live activities Qualifications Required: - 712 years of experience in enterprise application or SaaS support - 25 years of team leadership experience - Strong experience with ticketing tools such as Jira, ServiceNow, Zendesk, or Freshdesk - Understanding of APIs, integrations, cloud platforms, and production support processes - Strong stakeholder management and customer handling skills - Experience working with global customers and distributed teams Preferred: - Experience in Life Sciences / Pharma / Regulatory domain - Knowledge of RIM, Labeling, Compliance, or Regulatory Operations platforms - Exposure to GxP / CSV environments, DevOps, and monitoring tools - ITIL certification is a plus As a Customer Support Team Lead, your role involves managing enterprise SaaS product support operations, driving customer satisfaction, and leading L1/L2 support teams. You will handle escalations, ensure SLA adherence, improve support processes, and collaborate with Product, Engineering, QA, DevOps, and Customer Success teams. Experience in Life Sciences or Regulatory platforms is preferred. Key Responsibilities: - Manage day-to-day customer support operations - Ensure timely issue resolution aligned with SLAs - Handle escalations, incidents, and customer communications - Lead and mentor support engineers and analysts - Monitor support KPIs including CSAT, MTTR, backlog, and SLA compliance - Collaborate with Product, QA, DevOps, and Infrastructure teams for issue resolution - Drive RCA, process improvements, automation, and knowledge management - Support onboarding, hypercare, and go-live activities Qualifications Required: - 712 years of experience in enterprise application or SaaS support - 25 years of team leadership experience - Strong experience with ticketing tools such as Jira, ServiceNow, Zendesk, or Freshdesk - Understanding of APIs, integrations, cloud platforms, and production support processes - Strong stakeholder management and customer handling skills - Experience working with global customers and distributed teams Preferred: - Experience in Life Sciences / Pharma / Regulatory domain - Knowledge of RIM, Labeling, Compliance, or Regulatory Operations platforms - Exposure to GxP / CSV environments, DevOps, and monitoring tools - ITIL certification is a plus