Support Team Lead - Enterprise & Data at Jobgether - US

Team: Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Team Lead - Enterprise & Data in United States.

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. The ideal candidate thrives in a fast-paced, metrics-driven environment, leveraging SQL, AI tools, and technical expertise to quickly diagnose issues and optimize workflows. This position offers the opportunity to shape the future of enterprise support while building a high-performing, accountable, and curious team. Strong analytical skills, executive-level communication, and a passion for operational excellence are essential.

Accountabilities:

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.

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.

Support Team Lead - Enterprise & Data

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