Enterprise Support Team Lead

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise Support Team Lead based in Switzerland.** This role offers the opportunity to lead a high-performing support function serving complex enterprise customers across a global veterinary software environment. You will manage, coach, and develop Support Specialists while maintaining a strong focus on service quality, SLAs, and customer satisfaction. The position combines people leadership with hands-on ownership of enterprise accounts, escalations, and operational performance. You will build trusted relationships with senior customer stakeholders and ensure clear, proactive communication across the support lifecycle. A key part of the role is coordinating hypercare for newly onboarded clinics and ensuring smooth transitions into ongoing support. You will collaborate closely with Product, Engineering, Customer Success, Onboarding, and Implementation teams to resolve issues and improve processes. Working in a distributed, fast-growing environment, you will use data and customer insights to drive continuous improvement and meaningful business impact. ### Accountabilities - Lead, manage, coach, and develop a team of Support Specialists, establishing clear expectations, accountability, and performance standards. - Conduct regular coaching, feedback, and performance reviews while identifying development and training needs. - Coordinate onboarding, ongoing training, and knowledge-sharing initiatives to strengthen team capabilities. - Own day-to-day operational performance for enterprise support, with particular focus on service levels and account health. - Monitor and manage SLAs and KPIs, including response and resolution times, customer satisfaction, and backlog levels. - Serve as a primary point of contact for enterprise customers operating across multiple locations and countries. - Build strong customer relationships through regular meetings, transparent reporting, and proactive communication. - Plan and oversee hypercare support for newly onboarded clinics and customer groups from go-live through transition to steady-state support. - Partner with Onboarding and Implementation teams to coordinate hypercare coverage and ensure effective handovers. - Monitor early-stage customer performance and resolve issues quickly to support adoption and prevent escalations. - Lead customer meetings, including weekly and monthly reviews covering open tickets, recurring issues, performance, and feedback. - Act as the primary escalation point for complex, high-impact, or time-sensitive support cases and major incidents. - Take ownership of escalated tickets, ensuring appropriate prioritization, accountability, and timely resolution. - Coordinate internal responses to escalations with Product, Engineering, and Customer Success teams. - Represent enterprise customer needs in cross-functional discussions and communicate recurring issues and improvement opportunities. - Analyse support data, tickets, and incidents to identify trends, root causes, and opportunities for operational improvement. - Provide data-driven reporting to senior support leadership on team performance, SLAs, escalations, risks, and trends. - Remain flexible when supporting a global customer base and distributed team, including occasional early or late meetings. ## Requirements - Experience working in a fast-growing, international SaaS environment is preferred. - Demonstrated experience supporting and managing enterprise customers, ideally with complex, multi-location or international accounts. - Proven ability to build and maintain relationships with key customer stakeholders. - Strong people-management and performance-management experience, including a track record of achieving and exceeding team KPIs. - Experience coaching, developing, and motivating support professionals in a customer-focused environment. - Familiarity with Intercom or comparable ticketing and customer-support management platforms. - Strong understanding of support operations, SLAs, KPIs, escalations, incident management, and customer satisfaction metrics. - Excellent communication and stakeholder-management skills, with the confidence to communicate directly with customers during sensitive or high-impact situations. - Strong analytical and problem-solving abilities, with the ability to translate performance data into practical improvements. - Highly organized and capable of managing multiple enterprise accounts, escalations, and priorities simultaneously. - Collaborative mindset and ability to work effectively across Product, Engineering, Customer Success, Onboarding, and Implementation functions. - Flexibility to work UK-aligned hours and collaborate effectively across distributed international teams. - Veterinary industry experience is preferred but not essential. - Comfortable working autonomously in a rapidly changing environment and taking ownership of outcomes. ## Benefits - Fully remote working environment. - Competitive compensation and benefits package. - Opportunity to work in a meaningful healthcare technology sector supporting veterinary professionals and patient care. - International, fast-growing SaaS environment with colleagues and customers across multiple countries. - Learning, development, and professional growth opportunities. - High level of autonomy and a culture focused on continuous improvement. - Access to modern tools and technologies designed to support effective remote collaboration. - Regular company events and opportunities to connect with colleagues from around the world. - Opportunity to make a tangible impact on enterprise customer experience, support operations, and digital healthcare delivery.