Customer Support Lead

Job Title: Customer Support Lead

Location:

About Us

Enpass is the developer and supplier of one of the world’s leading password and passkey management application, trusted by businesses and consumers globally, with a strong customer base in Europe & US. It helps users prevent cybersecurity breaches caused by phishing and weak password practices while also addressing corporate and regulatory compliance requirements. 

What sets Enpass apart is its unique ability to provide full data sovereignty, enabling users to store their most valuable data within their own environment, which is a critical advantage for enterprises in today’s security-conscious world. 

Enpass offers seamless usability across all major platforms, including mobile, desktop, and browsers. 

Position Summary:

Customer Support Lead

Key Responsibilities

·      Plan, implement, and oversee a scalable 24/7 global support model to ensure round-the-clock assistance for both B2C and B2B customers.

·      Design and manage team rosters, shift schedules, and coverage plans to maintain uninterrupted support while balancing team workload and well-being.

·      Work closely with senior leadership to define long-term goals and strategic plans for the support function.

·      Continuously define and execute rolling 45-day action plans with clear priorities, measurable goals, and delivery timelines to drive ongoing improvements in support operations.

·      Establish and maintain a robust knowledge base, ensuring the creation and regular updating of articles, FAQs, and self-service resources.

·      Monitor and analyse key support metrics such as response time, resolution time, ticket re-open rate, and customer satisfaction to drive continuous improvement.

·      Drive the strategy for AI-driven self-service solutions such as intelligent chatbots and dynamic knowledge bases by identifying use cases, defining requirements, and collaborating with product and engineering teams to enhance support efficiency and reduce manual effort.

·      Monitor and manage customer interactions across social media channels, ensuring timely and professional responses to user queries and concerns.

·      Escalate recurring or high-impact issues raised on social media to relevant internal teams (Product, Marketing, or QE) for resolution and visibility.

·      Empower the product support team to deliver exceptional customer service through effective coaching, mentoring, and performance management.

·      Ensure clear communication and collaboration within the team, fostering a culture of continuous improvement and knowledge sharing.

·      Lead hiring, onboarding, and training efforts to build a high performing technical support team.

·      Generate regular reports and dashboards that provide actionable insights into customer support performance, trends, and challenges.

·      Use data to inform strategic decisions aimed at improving customer satisfaction and optimizing team performance.

Requirements:

·      Bachelor’s degree in computer science, Information Technology(Good to have) or a related field (preferred).

·      3–6 years of experience in technical support, with at least 2 years in a leadership or team lead role.

·      Strong problem-solving skills and a customer-first mindset.

·      Proficiency in support tools such as JIRA Service Desk, Zendesk, Freshdesk, or equivalent.

·      Solid understanding of SaaS, cloud technologies, operating systems (Windows/macOS/Linux), and networking fundamentals.

·      Excellent communication, interpersonal, and stakeholder management skills.

·      Proven ability to manage escalations and drive resolution under pressure.

·      Experience with documentation and process optimization.

Nice to Have:

·      ITIL or other relevant certifications.

·      Familiarity with security practices and compliance standards.

·      Experience working with globally distributed teams.

How to Apply:

If interested, please fill this form (MANDATORY):