Lead Supervisor – Operations (SaaS Technical Support)

About the role

We are looking for a detail‑oriented Lead Supervisor to oversee our Technical Support teams in a fast‑growing SaaS environment. Reporting to senior management, you will guide Team Leads, ensure operational stability, and translate performance data into actionable insights for clients and stakeholders.

Key responsibilities

• Lead and develop Team Leads, fostering consistent leadership and accountability.
• Drive end‑to‑end support operations, maintain SLA adherence, control backlog, and mitigate risks.
• Represent operations in client reviews, present performance metrics, and manage escalations.
• Own metrics governance, analyze trends (SLA, CSAT, FCR, backlog) and implement data‑backed improvements.
• Act as escalation point for complex SaaS issues (APIs, integrations, workflows) and ensure effective root‑cause analysis.
• Collaborate with Product, Engineering, and DevOps to resolve systemic issues and support releases.
• Identify inefficiencies, drive automation, standardization, and scalable workflow improvements.
• Ensure adherence to SOPs, quality benchmarks, and audit frameworks across all teams.

Required profile

• 3‑5 years of experience in Technical Support within a SaaS environment.
• 1‑3 years in a supervisory or team‑lead role.
• Bachelor’s degree in Business, IT, Computer Science or related field.
• Strong analytical, problem‑solving and communication skills.
• Ability to manage high‑pressure incidents and make data‑driven decisions.

Required skills

• SaaS architecture, APIs, integrations and web technologies.
• Log analysis, monitoring tools, ticketing systems (Zendesk, Jira).
• SQL basics and REST API familiarity.
• Incident management, problem management and escalation frameworks.