Client Support Team Lead

Our growing company is looking for a Client Support Lead to help oversee the day-to-day operations of our Client Support function. In addition to providing hands on Tier 1 and Tier 2 support, this role will help lead the Client Support team, coordinate priorities, support escalations, and ensure consistent, high-quality service across our SaaS product portfolio.
The Client Support Lead will support solutions used by public health agencies, including disease surveillance, syndromic surveillance, and immunization information systems. This role requires strong troubleshooting skills, sound judgment, client-facing experience, and the ability to help guide and develop other members of the support team.
The ideal candidate is comfortable staying close to the work while also helping bring structure, direction, and accountability to the team.
What you’ll be doing
Help lead the day-to-day operating rhythm of Client Support, including queue review, ticket triage, prioritization, workload balancing, and follow-up on aging or high-priority requests.
Provide day-to-day guidance, coaching, and support to Client Support Specialists and help ensure clear ownership and follow-through across assigned work.
Support people management activities, including regular check-ins, feedback, training, onboarding, and development of team members.
Triage, investigate, and resolve complex Tier 1 and Tier 2 support requests while serving as an escalation point for other team members.
Coordinate escalations to DevOps, Product, Engineering, Client Delivery, Client Success, and external vendors when issues require additional technical expertise.
Ensure clients receive timely, accurate, and professional communication throughout the support lifecycle.
Monitor queue health and help identify SLA risk, unclear ownership, workload imbalance, recurring issues, and areas requiring additional attention.
Review support trends and recurring issues and help translate those observations into process improvements, training needs, documentation, or product feedback.
Help maintain consistent support processes, escalation paths, documentation standards, and client communication practices across the team.
Create and maintain knowledge articles, SOPs, troubleshooting guides, and other support documentation that enable more consistent and efficient issue resolution.
Help build team product knowledge across the company's solutions and reduce dependency on individual subject matter experts.
Support client escalations, incidents, and other high-priority situations requiring additional coordination or communication.
Represent the company with professionalism and sound judgment in both client-facing and internal interactions.
What are we looking for?
4+ years of experience in client support, technical support, customer service, or similar roles within a SaaS, software, or technology environment.
Experience providing informal or formal leadership, coaching, mentoring, or day-to-day direction to other team members.
Hands-on experience troubleshooting software or enterprise application issues.
Strong analytical, troubleshooting, and problem-solving skills with the ability to determine when issues can be resolved within support and when escalation is needed.
Strong client-facing communication skills and the ability to navigate difficult or high-priority support situations professionally.
Ability to organize and prioritize work across multiple clients, products, and competing support needs.
Strong written communication and documentation skills.
Experience using Atlassian Jira and/or Azure DevOps (ADO) for ticket management, work tracking, escalation coordination, and reporting.
Ability to work effectively across technical and non-technical teams, including Product, DevOps, Engineering, Client Delivery, and Client Success.
Ability to learn new applications, workflows, and technical concepts quickly.
Strong judgment, accountability, and follow-through.
What will make you stand out?
Experience leading or serving as a senior member of a SaaS or technical support team.
Experience supporting multiple enterprise software products or client environments.
Experience working with public health agencies, laboratories, government programs, or healthcare technology.
Familiarity with disease surveillance, syndromic surveillance, immunization information systems, or other public health workflows.
Experience with Jira, Azure DevOps, Smartsheet, Confluence, or similar support and knowledge management tools.
Experience building knowledge bases, SOPs, troubleshooting guides, or support processes.
Experience identifying support trends, recurring issues, and opportunities to improve team efficiency or client experience.

Work arrangement
Yes