Customer Support- Team Lead.

Role: Technical Support Lead - Support Manager.
Location: Remote
Department: Customer Support
About Us
Smartlead is a cutting-edge platform designed to transform a company’s cold email outreach into a consistent
revenue-generating machine. Smartlead empowers businesses to enhance their engagement with prospective
customers, efficiently driving revenue growth. With a global presence and a rapidly expanding customer base,
Smartlead has become one of the fastest-growing Sales Tech platforms, supporting 16,000 businesses
worldwide, sending 14 million emails every day.
Job Overview
As a Support Team Leader / Support Manager, you will be responsible for managing the support team,
ensuring timely and high-quality resolution of customer queries, and collaborating with engineering and product
teams to enhance customer experience. You will play a key role in maintaining SLAs, managing escalations, and
continuously improving support operations.
Key Responsibilities

• Oversee day-to-day operations of the support team, ensuring efficient handling of support tickets and
  

customer inquiries.

• Monitor and manage support queues, team rosters, break schedules, and shift planning to maintain
  

optimal coverage.

• Handle customer escalations professionally, ensuring timely resolution and customer satisfaction.
• Collaborate with the engineering and product teams to provide feedback on recurring issues and
  

suggest improvements to reduce ticket volume.

• Ensure adherence to SLAs and key support metrics (response time, resolution time, CSAT, etc.).

• Coach, mentor, and develop support agents to enhance performance and customer service skills.
• Conduct regular performance reviews and provide constructive feedback to the team.
• Analyze support data and trends to identify areas for improvement and implement process
  

optimizations.

• Drive initiatives to improve the customer support experience through automation, documentation, and
  

self-service resources.

• Own the post-support retrospective process, identifying gaps and working cross-functionally to address
  

them.

• Maintain an in-depth understanding of Smartleads platform and cold emailing best practices to support
  

the team effectively.

• Ensure team members take ownership of tickets, following up with engineering and customers until
  

resolution.

• Aggregate common user questions into the Help Desk with thorough guides, videos, and articles.
• Collect and manage feature requests from customers, ensuring they are logged appropriately for the
  

product team.
Requirements

• Experience: 5+ years in a customer support leadership role, preferably in a SaaS or tech environment.
• Skills: Strong leadership, team management, and conflict resolution skills.

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• Technical Knowledge: Familiarity with support tools (Zendesk, Freshdesk, Intercom, etc.) and ticketing
  

systems.

• Communication: Excellent written and verbal communication skills.
• Problem-Solving: Ability to analyze complex issues and collaborate with cross-functional teams to
  

resolve them.

• Customer-Centric Mindset: Passion for delivering a great customer experience and driving
  

improvements.

• Flexibility: Ability to work in a fast-paced, evolving environment and manage multiple priorities.
• Understanding of cold email campaign strategies and outreach best practices is a plus.
• Prior experience working in a startup environment is a bonus.
• Availability to work in rotating shifts, including night shifts, as needed.
  

Why Join Smartlead.ai?

• Opportunity to work with a dynamic and growing AI-powered platform.
• A collaborative and customer-first work culture.
• Career growth opportunities in a fast-scaling company.
• Competitive salary and benefits package.
  

If you’re passionate about customer success and have experience leading support teams, we’d love to hear from
you! Apply now and be a part of Smartlead.ai’s journey in redefining lead generation.
NOTE: This is a REMOTE opportunity and hence, we are accepting every relevant application.
Thank you.