Technical Team Lead

5 days ago

Sydney, New South Wales, Australia Bebeecustomersupport Full time

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster.
The Role
We are seeking an experienced professional to lead a high-performing team within our organization in Australia. In this role, you will play a critical part in shaping the customer support experience for innovative SaaS solutions, specifically within assigned product areas and the APAC Market.
Key Responsibilities
Lead, mentor, and manage a team of Technical Support professionals, ensuring they meet performance goals and adhere to best practices.
Maintain active contribution to case resolution while leading a team.
Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery.
Dedicate time to direct customer support and case resolution.
Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction.
Foster a collaborative team culture that promotes knowledge sharing and continuous learning.
Act as a subject matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary.

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