Product Systems Support Lead

In short, as a Team Lead, Product Systems Support you will lead a team responsible for resolving complex operational and system issues across a multi-platform ecosystem while serving as both a technical escalation point and people leader. This role combines hands-on support expertise with leadership responsibilities, including coaching team members, driving operational excellence, improving support processes, and partnering cross-functionally to increase system reliability, team throughput, and customer impact.

In long, as the Team Lead, Product Systems Support, you will be responsible for:

• Leading, mentoring, and developing a team of Product Systems Support Specialists

• Providing day-to-day direction, prioritization, and workload management across the team

• Acting as a senior escalation point for complex, ambiguous, or high-risk incidents and support issues

• Coaching team members on troubleshooting, communication, documentation, and operational best practices

• Driving accountability, performance, and continuous improvement within the team

• Supporting hiring, onboarding, training, and ongoing development of team members

• Creating a collaborative, customer-focused, and solutions-oriented team culture

• Monitoring team performance metrics, identifying trends, and implementing improvements to increase efficiency and service quality

• Helping establish support standards, operating procedures, and escalation frameworks

• Owning high-impact, complex support issues end-to-end, from intake through full and permanent resolution

• Driving root-cause analysis and implementing preventative fixes rather than short-term workarounds

• Managing multiple concurrent priorities in a fast-paced, high-volume environment

• Serving as a first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms

• Investigating issues across multiple business systems to identify root causes and cross-system dependencies

• Configuring and optimizing platforms to resolve problems and improve workflows

• Supporting system releases, configuration changes, and feature rollouts

• Leading triage and resolution of critical operational incidents

• Partnering directly with vendors during escalations and driving issues to closure

• Communicating status, risks, and timelines clearly to stakeholders across the business

• Identifying workflow gaps and proposing or implementing scalable process improvements

• Increasing team throughput, efficiency, and documentation quality

• Building and maintaining knowledge base content and repeatable solutions

• Contributing to operational best practices and support standards

• Influencing cross-functional stakeholders and setting clear expectations

So What Kind of Folks Are We Looking For?

• Strong leaders who can motivate, mentor, and develop high-performing teams

• People who demonstrate strong ownership and can operate independently without waiting for direction

• Curious problem-solvers who are comfortable navigating ambiguity and complex systems

• Professionals who can influence stakeholders and drive work across teams and vendors

• Clear communicators who set expectations well and translate complex issues for varied audiences

• Process-minded operators who look for ways to improve how work gets done

• Natural mentors who enjoy supporting teammates and raising the bar for the team

• Calm, resilient individuals who perform well during incidents and high-pressure situations

• Individuals who balance strategic thinking with hands-on execution

The Specifics

• 4+ years of experience in operations, product support, systems support, or similar roles

• 1+ years of leadership, mentoring, or team lead experience preferred

• Bachelor's degree in Business, IT, or a related field (or equivalent practical experience)

• Demonstrated ownership of complex tickets, incidents, or operational workflows

• Experience leading incident response and coordinating cross-functional resolution efforts

• Experience working across multiple business systems and tools

• Hands-on experience with ticketing systems such as Jira, Zendesk, or ServiceNow

• Strong understanding of troubleshooting concepts, web applications, and data flow

• Proven ability to manage multiple projects and competing deadlines

• Strong organizational, communication, and stakeholder management skills

Nice to Have

• Experience working directly with vendors on system or product escalations

• SQL or data query experience