Team Lead Support

What makes us Qlik A Gartner Magic Quadrant TM Leader for 15 years in a row Qlik transforms complex data landscapes into actionable insights driving strategic business outcomes Serving over 40 000 global customers our portfolio leverages pervasive data quality and advanced AI ML capabilities that lead to better decisions faster We excel in integration and governance solutions that work with diverse data sources and our real-time analytics uncover hidden patterns empowering teams to address complex challenges and seize new opportunities The Team Lead Support Role We are looking for an Team Lead in Support Operations to oversee and lead the global shift operations within our support organization This position will play a critical role in shaping and driving a world-class 24x7 support strategy The ideal candidate will have extensive leadership experience a strategic mindset and a deep understanding of technical support for enterprise solutions You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals What makes this role interesting The chance to shape and drive a world-class 24x7 support strategy provides a platform to make a significant impact on service delivery ensuring exceptional experiences for our global customers With the scope to work cross-functionally aligning support processes with overarching business goals this position not only leverages your extensive leadership and strategic skills but also places you at the heart of Qlik s mission to deliver cutting-edge enterprise solutions The role is perfect for a visionary leader who thrives in a fast-paced setting and is passionate about enhancing customer satisfaction through strategic support operations Here s how you ll be making an impact Define and implement highly available responsive and scalable support services Oversee 24X7 operations ensuring staffing shift planning and resource allocation meet customer demand and service level agreements SLAs Drive efforts to improve customer experience focusing on response times resolution times and customer satisfaction metrics Ensure the highest levels of service for escalated issues Partner with engineering product and customer success teams to address complex technical issues and improve overall product quality Influence cross-functional decision-making to enhance the customer experience Define track and analyse key performance indicators KPIs to monitor and report on support performance Identify trends and opportunities for improvement Lead initiatives to optimize support processes reduce resolution times and improve knowledge sharing across global teams Focus on efficiency automation and the use of tools to streamline operations Identify and mitigate risks within the support function proactively addressing potential issues before they impact customer operations Work closely with senior leadership including C-level executives to provide insights into support operations present strategies and advocate for necessary resources to achieve organizational goals We re looking for a teammate with 7-9 years of experience in support role with SaaS product organisation with at least 2 years in a team lead level role Proven track record of leading large global technical support teams in a 24x7 enterprise environment Strategic Leadership Demonstrated ability to define and execute strategies that align support functions with broader business objectives Customer-Centric Approach Proven experience in driving customer success and satisfaction through effective technical support processes Collaboration Influence Strong cross-functional collaboration skills with the ability to influence and drive change in a matrixed environment Analytical Problem-Solving Ability to analyze data and metrics to make informed decisions and implement improvements Communication Exceptional communication skills both written and verbal with the ability to present to and influence executive leadership Adaptability Willingness to work night shifts and adapt to the demands of a 24x7 global support function Education Bachelor s degree in computer science Information Technology or a related field A Master s degree or MBA is a plus The location for this role is Bangalore Karnataka India Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities More about Qlik and who we are Find out more about life at Qlik on social and and to see all other opportunities to join us and our values check out our What else do we offer Genuine career progression pathways and mentoring programs Culture of innovation technology collaboration and openness Flexible diverse and international work environment Giving back is a huge part of our culture Alongside an extra change the world day plus another for personal development we also highly encourage participation in our If you need assistance applying for a role due to a disability please submit your request via email to accessibilityta qlik com Any information you provide will be treated according to Qlik s Qlik may only respond to emails related to accommodation requests Qlik is not accepting unsolicited assistance from search firms for this employment opportunity Please no phone calls or emails All resumes submitted by search firms to any employee at Qlik via-email the Internet or in any form and or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means L1-APAC