Role Overview

The Team Lead for Data & Product Support is a leadership role focused on overseeing a team of 3-5 specialists. You will be responsible for driving team culture, managing performance, and ensuring the successful delivery of data infrastructure and product implementation solutions for e-commerce, fintech, and SaaS clients. This role balances people management with strategic technical oversight to maintain high team standards.

Key Responsibilities

• Team Leadership & Development: Lead, mentor, and foster a high-performing team, focusing on employee engagement and professional growth.
• Operational Management: Set team goals and KPIs, manage resource allocation, and oversee team budgets.
• Quality Assurance: Conduct reviews of team output to ensure technical standards are met and provide oversight for product implementation projects.
• Strategic Planning: Design technical roadmaps for the team and contribute to long-term departmental planning.
• Stakeholder Management: Act as the primary point of contact for senior management and clients, managing expectations and ensuring overall satisfaction.
• Problem Resolution: Serve as the final escalation point for complex technical issues involving CRM systems and data workflows.

Skills & Competencies

• Leadership: Proven ability in servant leadership, performance management, and building team morale.
• Communication: Exceptional verbal and written communication skills for upward, lateral, and downward reporting.
• Data & Technical Tools: High-level proficiency in Google Sheets, Google AppScripts, and data visualization tools like Looker Studio.
• Technical Support Foundations: Familiarity with SQL and Python for data manipulation and automation oversight (advanced mastery not required but must understand constraints).
• CRM Expertise: Expert-level knowledge across multiple major CRM platforms (e.g., Zendesk, Gorgias) and API integration concepts.
• Strategic Thinking: Ability to make data-driven decisions under uncertainty and manage technical debt.

Education & Experience

• Background: Bachelor’s degree in a relevant field (e.g., BI, Data) or equivalent professional experience.
• Professional Experience: Proven experience in an advanced specialist or lead role within data support, product implementation, or a related technical customer success environment.
• Leadership Training: Completion of a recognized leadership or management development program.
• Technical Learning: Demonstrated commitment to continuous learning through relevant certifications or technical coursework.