Taking applicationsVoice Support·Posted yesterday
Team Lead, Customer Support
Keyfactor, Inc.
UK
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
UK
EnglishLead level
About the role
This is a remote UK-based team lead role overseeing a regional customer support tier, managing support engineers and escalated enterprise customer issues. It stands out for requiring cryptography/PKI knowledge and close work with product, engineering, and customer success teams.
What you'll do
- Lead, mentor, and develop customer support engineers
- Ensure timely ticket closures and SLA compliance
- Handle enterprise customer escalations
- Monitor case trends and balance case assignments
- Collaborate with product development and engineering teams
- Promote customer communication via live channels
- Document solutions and best practices in the knowledge base
- Coordinate with global support teams on cross-regional escalations
What you'll need
- Bachelor's degree in Computer Science, IT, or related field, or equivalent experience
- Strong customer support experience with leadership in technical teams
- Strong knowledge of cryptography and PKI solutions
- Proven ability to manage complex projects and multiple priorities
- Strong analytical skills and experience with support metrics
- Ability to lead and mentor teams effectively
- Understanding of ITIL or NIST framework and support processes
- Support or security certifications such as CSP, CSM, ITIL Foundation, or Security+ are desirable
Skills
Customer support leadershipCryptography and PKISupport metrics and data analysisEscalation managementTeam mentoringITIL or NIST frameworkProject managementCommunication and interpersonal skills
Benefits
Paid time offComprehensive benefit coveragePaid parental leaveCareer growth
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