Team Lead Support / Senior Cloud Support Specialist

The Team Lead Support / Senior Support Specialist is responsible for both leading the daily activities of the support desk team and providing advanced customer support for the company’s software. Approximately 50% of the role is focused on team leadership, including workload coordination, coaching, escalation oversight, quality control, and reporting to management on team performance and deliverables. The remaining 50% is focused on senior-level support activities, including handling complex customer cases, advanced troubleshooting, customer guidance, documentation, and product feedback. 
This combined role requires strong Cloud software support experience, leadership ability, excellent communication skills, analytical thinking, and the ability to translate support data and customer issues into clear actions and management updates.