Global Support Team Leader

Global Support Team Leader

We’re seeking a highly motivated and experienced Global Support Team Leader to lead and support Verbit’s post-production services and products globally. This role will evolve with our growing portfolio, focusing on delivering fast, effective customer support and improving the overall customer experience.

Key Responsibilities

Lead a 24/7 global support team providing customer assistance via live chat, email (Salesforce), Teams, and JIRA, ensuring SLA adherence.
Act as the 24/7 escalation point for internal and external stakeholders, providing timely communication and resolution oversight.
Collaborate daily with Product, R&D, Operations, and CS teams to prioritize issues, manage the case backlog, and represent customer needs.
Own the customer-facing knowledge base and internal help centre.
Analyse customer satisfaction surveys to drive cross-team initiatives.
Develop and document scalable support policies and procedures.
Lead the transition and optimization of support operations within Salesforce Service Cloud, including knowledge portal implementation.
Coordinate with other internal support teams to design product-specific support workflows.
Coach, mentor, and manage team performance across shifts and time zones.
Plan staffing resources and deployment across global coverage.
Drive support process automation and best practices using modern CRM tools.
Maintain deep understanding of Verbit products to anticipate and respond to changing needs.
Monitor KPIs and team metrics, ensuring consistent, high-quality service delivery.
Perform other duties as needed.

Qualifications

Bachelor’s degree in a science or technology field.
5–8 years leading B2B support teams, including multi-tiered support models.
Hands-on experience with Salesforce Service Cloud (case management, reporting, dashboards).
Familiarity with modern support automation tools (chatbots, IVRs, etc.).
Proven experience implementing self-service and knowledge-centred support models.
Skilled in handling escalations and resolving complex technical issues.
Strong understanding of support KPIs and analytics tools (e.g., Tableau or built-in dashboards).
Experience managing offshore, global teams—especially those supporting North American customers.
Proficient in MS Office and technical troubleshooting tools.
Adaptable, proactive, and comfortable with change and multi-tasking.
Excellent communication and interpersonal skills, with a focus on customer-facing interactions.
Fluency in English (written and spoken).

What makes Verbit unique?

Verbit's global team is united in its mission: to make all verbal information and experience accessible, insightful, and useful. Powered by our award-winning AI technology, Verbit helps businesses, organizations, and individuals of all sizes make words work - whether its a legal deposition, a content creator's latest campaign, or the biggest global events. With a global network of human experts and a continually evolving proprietary AI engine, Verbit ensures exceptional results while scaling to meet any need. We're building a world in which all speech can be seamlessly converted into meaningful actions. Join us from our offices across the United States, Canada, Israel, and Europe.

Do you have Verbit DNA?

Verbit’s people are committed to “winning together” through constant collaboration to have an impact on the world. They share a “do good” mentality and apply it daily in their work.

We’re a group of:

Tech-savvy individuals who are always open to growth and learning
Adaptable and flexible people who thrive in a fast-paced environment
Creative minds who rethink and question how to outperform past results
Effective communicators who can promote and represent Verbit’s tech and brand

Verbit is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Legal Entity:
Vitac

industry code:
4

Level:
Manager