{"id":1193585,"url":"https://alion.io/job/keyfactor-team-lead-customer-support","title":"Team Lead, Customer Support","company":{"id":678466,"name":"Keyfactor","domain":"keyfactor.com","url":"https://alion.io/company/keyfactor","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":126000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"PKI","optional":false}],"status":"live","first_seen_at":"2026-09-24T16:34:41Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-26T01:24:32Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Keyfactor \nOur mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!\nTitle: Team Lead, Customer Support\nLocation: Remote, UK\nExperience: M1\nJob Function: Support\nEmployment Type: Permanent, Full Time\nIndustry: Computer & Network Security \nAbout the position \nCustomer Support Team Lead oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within [EMEA/APAC/US], managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency.\nResponsibilities\nLeads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles.\nEnsure timely closures of tickets and SLAs are met within the team.\nPromotes knowledge sharing within the team to enhance overall support capability and efficiency.\nPromotes customer communication via live channels, not email.\nHandles enterprise customers requiring a higher level of expertise.\nProvides constructive feedback, and creates personalized development and improvement plans to foster career growth.\nFosters a positive and collaborative team environment that encourages continuous improvement and high performance.\nEnsures the delivery of high-quality support services, focusing on timely and effective issue resolution and maintaining high levels of customer satisfaction.\nManages customer escalations, providing timely and accurate solutions while maintaining effective communication with customers.\nAddresses dissatisfied customer feedback with the regional manager to improve customer loyalty and reduce churn risk related to support engagements.\nCollaborates closely with product development and engineering teams to ensure prompt and effective resolution of customer issues.\nWorks with professional services and customer success teams to align support activities with business objectives and customer expectations when required.\nCommunicates customer feedback and insights to internal stakeholders to drive continuous improvement of products and services.\nServes as the primary point of contact for escalated customer issues within the team, ensuring timely and satisfactory resolution.\nCoordinates with global support teams to manage cross-regional escalations and ensure a unified approach to issue resolution with the regional manager.\nEnsures documentation of solutions, best practices, and common issues in the knowledge base to support the team and customers.\nMonitors daily case trends, identifies areas for improvement in operational metrics, and provides actionable insights to the team and management.\nOversees case assignments to ensure balanced workloads and efficient issue resolution.\nAssists in escalating cases across team, ensuring allocation of appropriate resources for prompt resolution.\nSkills and Qualifications\nBachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.\nStrong experience in customer support, with leadership roles in senior technical teams and junior support leaders.\nStrong knowledge of cryptography and PKI solutions.\nProven ability to manage complex projects and multiple priorities.\nStrong analytical skills and experience with support metrics and data analysis.\nAbility to lead and mentor teams effectively.\nStrong communication and interpersonal skills.\nAbility to handle escalations and resolve conflicts.\nUnderstanding of ITIL or NIST framework and support processes.\nProfessional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.#LI-NA1 \nCompensation\nSalary will be commensurate with experience. \nCulture, Career Opportunities and Benefits \nWe build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. \nHere are just some of the initiatives that make our culture special: \nSecond Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.\nComprehensive benefit coverage globally.\nPaid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.\nCompetitive time off globally.\nDedicated employee-focused ambassadors via Key Contributors & Culture Committees. \nDIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. \nThe Keyfactor Alliance Program to support DEIB efforts. \nWellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. \nGlobal Volunteer Day, company non-profit matching, and 3 volunteer days off.\nMonthly Talent development and Cross Functional meetings to support professional development. \nRegular All Hands meetings - followed by group gatherings. \nOur Core Values \nOur core values are extremely important to how we run our business and what we look for in every team member:\nTrustis paramount. \nWe deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business. \nCustomersare core. \nWe strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own. \nInnovationnever stops, it only accelerates. \nThe speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve. \nWe deliver withagility. \nWe thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals. \nUnited byrespect. \nRespect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities. \nTeamsmake “it” happen. \nVision and goals are not individually achievable - they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one. \nKeyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities. \nREASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via  and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. \nKeyfactor Privacy Notice","description_format":"text","description_chars":7361,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","Cybersecurity","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-24T17:49:18Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/keyfactor-team-lead-customer-support","json_url":"https://alion.io/job/keyfactor-team-lead-customer-support.json","meta":{"generated_at":"2026-09-26T04:29:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4858,"day_limit":5000,"remaining_today":142,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}