Team Lead Support / Senior Cloud Support Specialist (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Team Lead Support / Senior Cloud Support Specialist (SaaS): Coordinating daily support operations and resolving high-complexity technical issues for cloud software with an accent on team leadership and incident escalation. Focus on optimizing support delivery, coaching team members, and bridging the gap between customers and product development teams.
Location: Hybrid in Odense, Denmark
Company
is a leading provider of cloud-based software solutions for accounting and audit professionals.
What you will do
- Lead daily support desk activities, monitor ticket queues, and coordinate workload distribution.
- Coach team members on troubleshooting, customer communication, and process compliance.
- Handle complex, high-impact Cloud software support cases and provide expert-level troubleshooting.
- Collaborate cross-functionally with product, development, QA, and customer success teams to resolve issues.
- Maintain and create knowledge base articles, FAQs, and internal technical documentation.
- Report key performance metrics, including SLA performance, ticket volumes, and CSAT, to management.
Requirements
- 2-5 years of experience in senior technical or application support, preferably within a SaaS/Cloud environment.
- Proven ability to lead or coordinate team activities, handle escalations, and coach others.
- Strong analytical skills to interpret support data and identify recurring product trends.
- Excellent written documentation skills for case notes and knowledge base content.
- Strong stakeholder management and professional customer communication skills.
- Must be based in or able to work in a hybrid setup in Odense, Denmark.
Culture & Benefits
- Permanent full-time employment.
- Hybrid work arrangement combining remote flexibility with office presence.
- Opportunity to split time between strategic team leadership and hands-on technical expertise.
- Collaborative environment working closely with cross-functional product and engineering teams.
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