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Keyfactor is the leader in trust infrastructure for AI and machines, helping enterprises and government agencies manage cryptographic identities that safeguard digital interactions. The company is seeking a Team Lead for Customer Support to oversee regional leadership of a specific support tier (Tier 1, 2, or 3) within EMEA, APAC, or US regions.
In this role, you will lead, mentor, and develop a team of customer support engineers, ensuring they have the tools, training, and knowledge to excel. Key responsibilities include:
- Leading and mentoring a team of support engineers with personalized development and improvement plans
- Ensuring timely ticket closures and SLA compliance within the team
- Handling enterprise customer escalations requiring higher expertise
- Promoting knowledge sharing and continuous improvement within the team
- Managing customer escalations and serving as primary point of contact for complex issues
- Collaborating with product development, engineering, professional services, and customer success teams
- Monitoring case trends and operational metrics to identify improvement areas
- Overseeing case assignments to ensure balanced workloads
- Fostering a positive, collaborative team environment focused on high performance
- Communicating customer feedback and insights to internal stakeholders
- Coordinating with global support teams on cross-regional escalations
- Promoting customer communication via live channels rather than email
- Addressing dissatisfied customer feedback to improve loyalty and reduce churn
You will work in a fast-paced, entrepreneurial environment where the company values trust, customer-centricity, innovation, agility, respect, and teamwork. The role offers opportunities for professional growth and development.
REQUIREMENTS:
- Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent experience
- Strong experience in customer support with leadership roles in senior technical teams and junior support leader positions
- Strong knowledge of cryptography and PKI solutions
- Proven ability to manage complex projects and multiple priorities
- Strong analytical skills and experience with support metrics and data analysis
- Ability to lead and mentor teams effectively
- Strong communication and interpersonal skills
- Ability to handle escalations and resolve conflicts
- Understanding of ITIL or NIST framework and support processes
- Desirable: Professional or technical certifications such as Certified Support Professional (CSP), Customer Service Manager (CSM), ITIL Foundation, or Security+
