Team Leader Customer support

Unit4
Poland
Workplace: RemoteFull timeEUR 149,139 - 177,783 annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Communication","Root cause analysis","Customer focus"]

Lead and develop a high-performing customer support team, ensuring exceptional case resolution. Prioritize and manage support cases, take ownership of escalations, and perform root-cause analysis. Monitor performance, drive continuous improvement, and achieve SLA/KPI targets using SMART objectives. Handle team planning for forecasted demand, run 1:1s and performance reviews, and collaborate across teams while ensuring compliance with ISO/BS and information security requirements.

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FursaFursa
Unit4
Unit4
3 days ago

Team Leader Customer support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 5 days ago

Job Summary

Lead and develop a high-performing customer support team, ensuring exceptional case resolution. Prioritize and manage support cases, take ownership of escalations, and perform root-cause analysis. Monitor performance, drive continuous improvement, and achieve SLA/KPI targets using SMART objectives. Handle team planning for forecasted demand, run 1:1s and performance reviews, and collaborate across teams while ensuring compliance with ISO/BS and information security requirements.
Location: Poland
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and guide the customer support team with strong, effective leadership.
  • •Motivate, coach, and develop team members; run 1:1s and manage development and performance reviews.
  • •Prioritize support cases and resolve customer escalations promptly, including root-cause analysis.
  • •Monitor and report team performance, identify improvement areas, and implement corrective actions.
  • •Plan and manage resources for forecasted demand; drive SLA/KPI targets and ensure compliance with company policies and ISO/BS standards, including information security requirements.

Pay and Benefits

Salary: EUR 149,139 - 177,783 annually
Perks:Paid LeaveRemote Work

Key Requirements

  • •Experience leading a geographically distributed team with demanding work schedules.
  • •Previous experience as a Team Leader or Manager in a SaaS software business (desirable).
  • •Strong knowledge of the customer support process and the ability to manage multiple priorities.
  • •Excellent data reporting, presentation, and communication skills.
  • •Clear customer focus with high initiative and responsibility.
Experience:SaaS
Skills:LeadershipCoachingCommunicationRoot cause analysisCustomer focus
Languages:English
Tech Stack:ServiceNowISO/BS

Eligibility

Security Clearance:Security clearance required

Company Brief

Unit4
Provides cloud ERP, HCM and FP&A software for people-centric organizations (professional services, public sector, nonprofit, higher education), delivering adaptive, self-driving enterprise applications and services globally.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Dordrecht, Netherlands
Founded: 1980
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor