Opportunity at
Keyfactor, Inc.Team Lead, Customer Support
Keyfactor, Inc. is seeking a Team Lead, Customer Support to direct regional leadership for a designated support tier across specific territories. The company provides trust infrastructure…
Career Tools
About This Role
Keyfactor, Inc. is seeking a Team Lead, Customer Support to direct regional leadership for a designated support tier across specific territories. The company provides trust infrastructure for artificial intelligence and machines, assisting large enterprises and government agencies with cryptographic identities. This permanent, full-time position suits an experienced support professional with leadership capabilities and knowledge of public key infrastructure solutions. The role involves overseeing support engineers, managing escalated issues, and driving…
Job Description
Keyfactor, Inc. is seeking a Team Lead, Customer Support to direct regional leadership for a designated support tier across specific territories. The company provides trust infrastructure for artificial intelligence and machines, assisting large enterprises and government agencies with cryptographic identities. This permanent, full-time position suits an experienced support professional with leadership capabilities and knowledge of public key infrastructure solutions.
The role involves overseeing support engineers, managing escalated issues, and driving operational efficiency and customer satisfaction. The chosen candidate will guide team development, monitor ticket metrics, handle enterprise-level accounts, and partner with internal departments like engineering, professional services, and customer success to align objectives and resolve issues.
Responsibilities
- Lead, mentor, and train customer support engineers
- Monitor daily ticket trends to ensure service level agreements and timely closures are met
- Encourage knowledge sharing and documentation of best practices within the team
- Prioritize customer communication through live channels rather than email
- Manage enterprise customer accounts requiring advanced technical expertise
- Create tailored development plans and deliver constructive feedback to support career growth
- Handle customer escalations and collaborate with the regional manager to address dissatisfied feedback
- Partner with product development and engineering teams to resolve customer problems promptly
- Coordinate with professional services and customer success teams to align support operations
- Oversee case assignments to balance workloads and ensure efficient issue resolution
- Share customer insights and feedback with internal stakeholders to help improve products and services
Requirements
- Experience in customer support with leadership roles managing technical teams and junior support leaders
- In-depth knowledge of cryptography and public key infrastructure solutions
- Demonstrated ability to manage complex projects and juggle multiple priorities
- Strong analytical capabilities with experience handling support data and metrics
- Proficiency in leading, mentoring, and managing conflict within teams
- Strong communication and interpersonal abilities
Qualifications
- Bachelor degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- Familiarity with NIST or ITIL frameworks and support processes
- Professional or technical certifications such as Customer Service Manager, Certified Support Professional, ITIL foundation, or Security+
Core Skills
Benefits
- Second Fridays company-wide day off every month except November and December
- Comprehensive global benefit coverage
- Paid parental leave with adoption and fertility support
- Competitive global time off
- Access to wellbeing resources, a wellness allowance, and a free mindfulness app membership
- Wellness Wednesdays and three dedicated volunteer days off with global volunteer day and non-profit matching
- Monthly talent development and cross-functional meetings
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this role?
This position is permanent and full-time.
Where is this job located?
The posting lists the location as remote in the UK.
What salary does Keyfactor offer for this position?
The posting does not specify an exact salary, noting only that compensation will be commensurate with experience.
What educational background is required?
Candidates must have a bachelor's degree in Computer Science, Information Technology, or a related field, or possess equivalent experience.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
