Team Lead, Customer Support

About Keyfactor Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor! Title: Team Lead, Customer Support Location: Remote, UK Experience: M1 Job Function: Support Employment Type: Permanent, Full Time Industry: Computer & Network Security About the position Customer Support Team Lead oversees regional leadership of a specific support tier (Tier 1, 2, or 3) within [EMEA/APAC/US], managing engineers, handling escalations, and ensuring exceptional customer service and operational efficiency. Responsibilities Leads, mentors, and develops a team of customer support engineers ensuring they have the necessary tools, training, and knowledge to excel in their roles. Ensure timely closures of tickets and SLAs are met within the team. Promotes knowledge sharing within the team to enhance overall support capability and efficiency. Promotes customer communication via live channels, not email. Handles enterprise custo