AIO Software is pleased to announce a vacancy for the position of Support Team Lead

Responsibilities:

• Manage the technical support team: assign tasks, monitor results, and develop team members.
• Handle daily operational work with the team (prioritizing tickets, monitoring SLAs, resolving complex cases).
• Build, implement, and optimize support processes for a B2B SaaS product.
• Manage team resources: distribute workload, plan schedules, and improve efficiency.
• Work with key clients on complex and escalated cases.
• Analyze support performance metrics and prepare regular reporting.
• Investigate incidents, conduct Root Cause Analysis, and implement measures to prevent recurrence.
• Collaborate cross-functionally with development and product teams to improve the customer experience.

Professional skills:

• Experience managing a technical support team.
• Experience building and optimizing support processes (SLA, escalations, ticket prioritization).
• Confident work with ticketing systems.
• Hands-on experience with incident management and Root Cause Analysis.
• Experience working with key support metrics and preparing analytical reporting.
• Experience with cross-functional collaboration with development and product teams.
• Fluent English, B2 level or higher (required).
• Technical background: experience with CRM systems or in IT is a plus.

Personal qualities:

• Strong leadership skills and the ability to build an effective team.
• Experience mentoring and developing employees, with a willingness to share expertise.
• Strong communication skills and fluent written and spoken language.
• Ability to prioritize and make decisions under high workload.
• Ability to multitask effectively.
• Proactive, positive, and constructive approach to problem-solving.
• Emotional resilience and the ability to stay focused under stress.

Interested Candidates please click on the button "Easy Apply"