Team Lead, Customer Support

How You’ll Spend Your Time

• Lead and develop analysts while also managing customer cases directly, including intake, triage, troubleshooting, escalation, resolution, and follow-up across both common customer questions and complex technical issues.
• Coach analysts on troubleshooting, case ownership, documentation quality, prioritization, and escalation decisions to improve customer outcomes and team capability.
• Support team adoption of AI-enabled tools, automation workflows, and standard operating procedures that improve service efficiency while maintaining quality and compliance.
• Utilize case reviews, customer feedback, and coaching moments to improve team decision-making, reduce avoidable escalations, and promote continuous knowledge sharing across the support team.
• Monitor support workflows, service levels, case trends, and performance data to identify opportunities to improve speed, quality, staffing alignment, consistency, and agent effectiveness across support activities.

Qualifications

• Previous experience in a customer support role within a software company.
• Proven success in leading, mentoring, or coaching team members.
• In-depth knowledge of RLDatix products.
• Sincere interest in leading and participating in cross-functional projects.
• A knack for working collaboratively within a fast-paced, customer-centric environment.

Benefits

RLDatix provides a comprehensive benefits package including health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays. RLDatix is an equal opportunity employer and committed to the inclusion of all qualified individuals.