Support Team Lead

Are you ready to take your career to the next level in a fast-paced, high-growth start-up? We are looking for a Support Team Lead with a background in cybersecurity or browser security to guide our customer support team. In this role, you’ll play a key part in ensuring top-tier support for our US-based customers, driving efficiency, and helping build a world-class support experience. If you thrive in a dynamic, high-intensity environment and have at least six months of management experience, we want to hear from you!

LayerX Security:

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!
  
  

• Impact: Play a key role in driving customer success and ensuring our solutions make a meaningful difference to our clients’ businesses.
• Growth: Opportunities for continuous learning and career development in both technical and customer success areas.
• Culture: Join a dynamic, inclusive team that thrives on collaboration, innovation, and creating exceptional customer experiences.
  
  

• Lead and mentor a team of support engineers, ensuring high-quality customer interactions.
• Oversee daily support operations, prioritize tickets, and ensure timely issue resolution.
• Act as an escalation point for complex technical issues related to cybersecurity and browser security.
• Develop and implement support processes to improve response times and service quality.
• Collaborate with product, engineering, and security teams to address customer concerns and enhance our offerings.
• Maintain strong relationships with US-based customers, ensuring a seamless support experience.
• Train and onboard new team members, fostering a culture of growth and excellence.
• Monitor key support metrics and provide regular reports on team performance.
• Contribute to the development of knowledge bases, FAQs, and internal documentation.
• Drive continuous improvement initiatives to optimize support workflows and customer satisfaction
  
  

• 6+ months of experience leading or managing a support team.
• Strong background in cybersecurity or browser security.
• Experience working with US customers and providing native-level English support.
• Ability to thrive in a high-pressure, start-up environment with rapidly changing priorities.
• Excellent communication and problem-solving skills.
• Hands-on experience with support ticketing systems and remote troubleshooting tools.
• Strong analytical mindset with the ability to track and improve key support metrics.
• Passion for customer success and a proactive approach to issue resolution.