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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in team leadership and operational management within a technical support environment, focusing on meeting SLAs and optimizing support processes through automation and effective communication.
Highest-signal resume keywords
Team LeadershipTechnical Support ManagementSaaS Environment ExperienceConflict ResolutionCustomer Feedback Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Support Operations ManagementTicket ManagementAutomation SolutionsIncident ResolutionKnowledge Base Optimization
Soft Skills
Interpersonal SkillsClear CommunicationStructured Expression
Tools & Technologies
Support ToolsAI SolutionsChatbotsIntelligent Routing
Industry Keywords
NPSCSATOKRsShift SchedulingCustomer Experience
About the role
Key responsibilities & impact- Lead and develop a team of support engineers
- Manage day-to-day support operations for the assigned timezone
- Ensure response/resolution SLAs and team OKRs are consistently met
- Oversee ticket management, queue health, escalation processes, and critical incident resolution
- Maintain and optimize support tools and knowledge bases
- Identify and adopt automation solutions such as AI, chatbots, and intelligent routing
- Analyze customer feedback (NPS/CSAT) and support trends
- Partner with Product, Professional Services, and Customer Experience teams
- Coordinate shift scheduling, handovers, team rotations, on-call, and holiday coverage
- Share market insights, customer needs, and operational performance metrics with internal stakeholders
Requirements
What you’ll need- 4–5 years in technical support
- Proven team leadership or shift management experience in a SaaS environment
- Excellent interpersonal skills
- Clear and structured written/verbal expression in English
- Strong conflict-resolution abilities
Benefits
Comp & perks- Hybrid work model – 2 days at the office, 3 days remote
- RTT days – ~10 extra days off per year
- Meal vouchers (SWILE) + free snacks & coffee
- Yoga classes
- Supportive parental leave and family moments
- Health insurance (ALAN) – 60% covered + full life & disability cover
- Afterworks, team celebrations & seasonal parties
- French & English lessons
- Professional development
- Access to Leeto CSE