L1 Support Team Lead

OUR MISSION

At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.

ABOUT US

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower you to orchestrate, manage and monitor your workflows across any application, service or server — in the cloud or on premises — with confidence and control. 

Redwood’s global team of automation experts and customer success engineers provide solutions and world-class support designed to give you the freedom and time to imagine and define your future. Get out of the weeds and see the forest, with Redwood Software.

CORE VALUES

One Team. One Redwood

Make Your Own Weather

Obsess over Customer Success

Work the Problem

Be Curious

Own the Outcome

Respect Each Other

YOUR IMPACT

The L1 Support Team Leader is an experienced people leader responsible for managing a team of L1 Support Representatives, ensuring operational excellence, driving team performance, and improving processes. This role handles complex leadership scenarios, contributes heavily to quality, training, and continuous improvement efforts, and acts as a key operational anchor for the L1 organization. Regularly addresses complex staffing, performance, customer escalation, and operational challenges with minimum guidance. Influences improvements beyond the immediate team and contributes meaningfully to Support-wide initiatives.

• Lead, coach, and develop a full team of L1 Support Representatives, including performance management. 
• Conduct structured 1:1s, team meetings, and continuous coaching to improve overall team capability. 
• Manage operational KPIs (SLA, CSAT, backlog, resolution speed, etc) and create action plans to maintain or improve performance. 
• Handle complex escalations, customer-critical situations, and operational incidents with autonomy. 
• Perform detailed ticket audits and provide structured, actionable feedback. 
• Is able to turn complex problems into simpler ones for prompt resolution. 
• Successfully helps unblock complex issues for the team or takes ownership of those when required. 
• Drives training initiatives and displays end-to-end ownership of the trainee onboarding process. 
• Identify and analyze operational trends; propose and lead improvement initiatives proactively. 
• Partner with internal teams to address recurring issues or raise systemic concerns. 
• Is able to proactively identify customer sensitive situations/scenarios, provide visibility of those to the corresponding audience and come up with a proposed set of actions to successfully manage those to guarantee customer satisfaction. 
• Promotes and leads training initiatives for the L1 team based on escalation trend analysis to reduce escalation ratios, increased L1 resolution power and higher customer satisfaction.

YOUR EXPERIENCE 

• 5–7 years in technical support roles and 2+ years in technical team leadership. 
• Demonstrated success managing KPIs and team performance. 
• Results oriented and analytical mindset. 
• Strong experience handling escalations and operational incidents. 
• Proven experience leading small to medium size projects/initiatives. 
• Strong technical foundation across OS, databases, networking, and API concepts. 
• Seen as a reliable go-to leader for the L1 support team in seeking guidance, assistance and unblocking complex scenarios. 
• Deep understanding of support operations, SLAs, and workload management. 
• Advanced ability to interpret data, trends, and performance metrics and utilize those to come up with solutions and tangible actions proactively. 
• Skilled in coaching, conflict resolution, and escalation handling. 
• Strong communication skills with customers and internal stakeholders of different levels. 
• Is able to adapt the communication style depending on the audience. 
• Skilled at building presentations, reports and analysis. 
• Holds a strong understanding and displays full awareness of the operation’s main KPI, both, from a real time as well as historical trend standpoint. 
• Skilled at identifying relevant changes in KPI trends, finding out the reasons behind those changes and determining if any actions are deemed necessary for correction.