L1 Support Team Leader

Responsibilities

• Lead, coach, and develop a team of L1 Support Representatives, including performance management and conducting structured 1:1s.
• Manage operational KPIs such as SLA, CSAT, backlog, and resolution speed to maintain high performance.
• Handle complex customer escalations, critical situations, and operational incidents with autonomy.
• Perform detailed ticket audits and provide actionable feedback to improve team capability.
• Drive training initiatives and manage the end-to-end onboarding process for new trainees.
• Identify operational trends and propose proactive improvement initiatives to reduce escalation ratios.
• Partner with internal teams to address recurring issues and systemic concerns.

Requirements

• 5–7 years of experience in technical support roles.
• 2+ years of experience in technical team leadership.
• Strong technical foundation in OS, databases, networking, and API concepts.
• Demonstrated success in managing KPIs and team performance metrics.
• Proven experience handling escalations and operational incidents.
• Skilled in coaching, conflict resolution, and workload management.
• Strong communication skills with the ability to adapt styles for different audiences and stakeholders.
• Analytical mindset with the ability to interpret data and trends to drive solutions.

About the Company

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. We provide SaaS-based composable automation platforms that empower organizations to orchestrate, manage, and monitor workflows across any application, service, or server, whether in the cloud or on-premises.