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Role Description

The Support Team Lead - Enterprise & Data is a hands-on leadership role responsible for driving excellence in technical support for enterprise and data-focused clients. This role combines team development, advanced problem-solving, and AI-enabled workflows to deliver high-quality, data-driven support. You will lead complex escalations, mentor team members, and partner closely with Engineering and Product teams to improve processes and customer outcomes.

• Lead and develop a high-performing support team through coaching, quality reviews, and skill-building initiatives.
• Own Tier 2+ escalations, managing complex enterprise and data-related cases while maintaining direct involvement in key tickets.
• Apply SQL and AI tools to investigate, validate, and resolve technical issues with speed and precision.
• Communicate clearly and confidently during high-severity incidents, providing impact assessments and mitigation plans.
• Build and maintain structured documentation, playbooks, and workflows to standardize support processes.
• Partner with Product, Engineering, and Customer Success teams to translate recurring support insights into product improvements.
• Monitor support metrics including SLA adherence, CSAT, and productivity, identifying opportunities for automation and operational improvement.

Qualifications

• 3-5+ years of experience in SaaS support, technical support, implementation, or a customer-facing technical role.
• 1-3+ years of leadership, mentoring, or team development experience.
• Advanced SQL proficiency including joins, subqueries, aggregation, and data validation workflows.
• Demonstrated ability to leverage AI tools for investigative efficiency, with critical evaluation of AI-generated insights.
• Strong analytical reasoning, pattern recognition, and systems thinking skills.
• Executive-level written and verbal communication skills.
• Experience building scalable playbooks, workflows, and operational processes.
• Preferred: experience supporting data-heavy or compliance-driven products, enterprise or highly regulated customers, and familiarity with ticketing systems such as HubSpot Service Hub.

Requirements

• 3-5+ years of experience in SaaS support, technical support, implementation, or a customer-facing technical role.
• 1-3+ years of leadership, mentoring, or team development experience.
• Advanced SQL proficiency including joins, subqueries, aggregation, and data validation workflows.
• Demonstrated ability to leverage AI tools for investigative efficiency, with critical evaluation of AI-generated insights.
• Strong analytical reasoning, pattern recognition, and systems thinking skills.
• Executive-level written and verbal communication skills.
• Experience building scalable playbooks, workflows, and operational processes.
• Preferred: experience supporting data-heavy or compliance-driven products, enterprise or highly regulated customers, and familiarity with ticketing systems such as HubSpot Service Hub.

Benefits

• Comprehensive health coverage including medical, dental, and vision.
• 401(k) retirement plan with employer match.
• 100% remote and flexible work environment.
• Generous parental leave and discretionary time off.
• Opportunities to shape processes and lead a high-performing team in a collaborative environment.