Team Lead Support / Senior Cloud Support Specialist
The Team Lead Support / Senior Support Specialistis responsible for both leading the daily activities of the support desk team and providing advanced customer support for the company’s software. Approximately 50% of the role is focused on team leadership, including workload coordination, coaching, escalation oversight, quality control, and reporting to management on team performance and deliverables. The remaining 50% is focused on senior-level support activities, including handling complex customer cases, advanced troubleshooting, customer guidance, documentation, and product feedback.
This combined role requires strong Cloud software support experience, leadership ability, excellent communication skills, analytical thinking, and the ability to translate support data and customer issues into clear actions and management updates.
What you will do:
Providing daily guidance and support to support desk team members.
Monitoring ticket queues, workload, priorities, response times, and resolution progress.
Assigning and prioritizing work based on urgency, impact, customer needs, and team capacity.
Supporting team members with complex cases, difficult customer situations, and escalation decisions.
Ensuring that customer issues are handled within agreed service levels and support processes.
Reviewing ticket quality, customer communication, and case documentation.
Coaching team members on troubleshooting, customer communication, product knowledge, and process compliance.
Supporting onboarding and knowledge sharing within the support team.
Identifying recurring issues, process gaps, training needs, and improvement opportunities.
Coordinating escalations with product, development, QA, customer success, or management where required.
Preparing regular updates for management on support team performance, workload, risks, and deliverables.
Reporting on key metrics such as ticket volumes, backlog, response times, resolution times, SLA performance, escalations, customer satisfaction, and team capacity.
Highlighting risks, bottlenecks, recurring customer issues, and required management decisions.
Providing clear recommendations to improve support delivery, team efficiency, and customer experience and translate these into objectives that the employee tracks for the purposes of performance reviews.
Providing expert-level support to customers using the company’s Cloud software.
Handling complex, high-impact, or escalated customer support cases.
Investigating Cloud software issues in detail, including reproduction steps, configuration checks, user workflows, and possible workarounds.
Explaining Cloud software functionality, processes, and best practices clearly to customers.
Guiding customers in the effective use of the Cloud software to meet their operational needs.
Working closely with Cloud product, development, QA, implementation, and customer success teams to resolve technical or functional issues.
Documenting customer issues, analysis, actions taken, workarounds, and final resolutions accurately.
Creating and maintaining knowledge base articles, troubleshooting guides, internal notes, FAQs, and customer-facing support materials.
Supporting other team members by sharing expertise and helping resolve difficult cases.
Validating solutions, and confirming that customer issues have been resolved.
Contributing feedback to product and development teams based on real customer experiences.
Maintaining strong product knowledge and staying informed about software updates, new features, known issues, and release changes.
Lead, review and organize the daily work of the support team.
Keep management informed about support performance, deliverables, risks, and priorities.
Personally resolve complex customer issues.
Improve team knowledge, support processes, and customer experience.
Ensure that support activities are both operationally controlled and technically effective.
1. Team Lead Support Responsibilities - 50%
As Team Lead Support, the employee is responsible for coordinating the day-to-day activities of the support desk team and ensuring that support deliverables are visible to management.
Key responsibilities include:
The Team Lead part of the role ensures that the support team remains organized, informed, focused, and able to meet customer and business expectations.
2. Senior Cloud Support Specialist Responsibilities - 50%
As Senior Cloud Support Specialist, the employee remains actively involved in direct customer support and is responsible for handling more complex or advanced Cloud software-related issues.
Key responsibilities include:
The Senior Cloud Support Specialist part of the role ensures that customers receive high-quality, knowledgeable, and practical support for more advanced software questions and issues.
Overall Purpose of the Combined Role
The purpose of this combined role is to ensure both effective team coordinationand strong hands-on expert support. The employee acts as a bridge between the support team, customers, regional management, and internal product teams.
In this role, the employee is expected to:
What you will bring:
2-5 years of proven experience in a senior customer support, technical support, or application support role, preferably within a Cloud software or SaaS environment.
Demonstrated ability or have an affinity for to lead or coordinate support team activities, including workload distribution, escalation handling, and coaching of team members.
Strong experience managing complex, high-impact, or escalated customer issues through to resolution.
Experience working cross-functionally with product, development, QA, implementation, and customer success teams.
Ability to monitor support performance using service levels, ticket trends, backlog, response times, and customer satisfaction metrics.
Strong written documentation skills, including case notes, troubleshooting steps, knowledge base content, and management updates.
Leadership, coaching, and team coordination skills. And the determination to build on this is to establish strong leadership.
Excellent customer communication and stakeholder management skills.
Ability to prioritize effectively in a fast-paced support environment with competing demands.
Strong analytical skills with the ability to interpret support data, identify trends, and make practical recommendations.