Team Lead, Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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Keyfactor

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🚘 Automotive

🏥 Healthcare

🔐 Security

Automotive • Healthcare • Security

Keyfactor is a leader in providing Public Key Infrastructure (PKI) and cryptographic services, with a strong focus on identity-first security. The company offers a range of products and services designed to manage digital certificates and cryptographic keys for enterprises and IoT devices, enhancing security and trust in an increasingly connected world. Their offerings include PKI as a service, certificate lifecycle automation, fast and secure code signing, and IoT identity management. Keyfactor's solutions also address industry-specific challenges in automotive, medical, telecom, and industrial IoT sectors. Emphasizing modern PKI practices, Keyfactor helps organizations automate and scale their security infrastructure while preparing for emerging threats, including post-quantum cryptography.

📋 Description

• Lead, mentor, and develop a team of customer support engineers • Ensure timely ticket closures and SLA compliance • Promote knowledge sharing within the team • Promote customer communication through live channels rather than email • Handle enterprise customers requiring higher-level expertise • Provide constructive feedback and create personalized development and improvement plans • Foster a positive, collaborative, continuously improving, high-performance team environment • Ensure high-quality support, timely issue resolution, and customer satisfaction • Manage customer escalations and provide timely, accurate solutions • Address dissatisfied customer feedback with the regional manager to improve loyalty and reduce churn risk • Collaborate with product development and engineering teams on customer issue resolution • Work with professional services and customer success teams when required • Communicate customer feedback and insights to internal stakeholders • Serve as the primary contact for escalated customer issues within the team • Coordinate with global support teams on cross-regional escalations • Ensure solutions, best practices, and common issues are documented in the knowledge base • Monitor daily case trends and provide actionable operational insights • Oversee case assignments for balanced workloads and efficient resolution • Assist in escalating cases and allocating appropriate resources

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience • Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders • Strong knowledge of cryptography and PKI solutions • Proven ability to manage complex projects and multiple priorities • Strong analytical skills and experience with support metrics and data analysis • Ability to lead and mentor teams effectively • Strong communication and interpersonal skills • Ability to handle escalations and resolve conflicts • Understanding of ITIL or NIST framework and support processes • Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable

🏖️ Benefits

• Second Fridays: a company-wide day off on the second Friday of every month, except November and December; benefit subject to change • Comprehensive benefit coverage globally • Paid Parental Leave, with structure varying based on regional/government requirements • Comprehensive adoption and fertility support • Competitive time off globally • Employee-focused ambassadors via Key Contributors & Culture Committees • DIVERSE Commitment supporting an inclusive and diverse future • Keyfactor Alliance Program supporting DEIB efforts • Wellbeing resources • Wellness allowance • Free mindfulness app membership • Wellness Wednesdays • Global Volunteer Day • Company non-profit matching • 3 volunteer days off • Monthly talent development and cross-functional meetings supporting professional development • Regular All Hands meetings followed by group gatherings • Opportunities for personal and professional growth • Entrepreneurial environment balancing autonomy and structure