Team Lead Support / Senior Cloud Support Specialist

About the Position

We are seeking a Team Lead Support / Senior Cloud Support Specialist to lead the support desk team and provide advanced customer support for our Cloud software. This role is based in Odense, Denmark and offers a Hybrid work arrangement.

Responsibilities

Team Lead Support Responsibilities - 50%

• Providing daily guidance and support to support desk team members.
• Monitoring ticket queues, workload, priorities, response times, and resolution progress.
• Assigning and prioritizing work based on urgency, impact, customer needs, and team capacity.
• Supporting team members with complex cases, difficult customer situations, and escalation decisions.
• Ensuring that customer issues are handled within agreed service levels and support processes.
• Reviewing ticket quality, customer communication, and case documentation.
• Coaching team members on troubleshooting, customer communication, product knowledge, and process compliance.
• Supporting onboarding and knowledge sharing within the support team.
• Identifying recurring issues, process gaps, training needs, and improvement opportunities.
• Coordinating escalations with product, development, QA, customer success, or management where required.
• Preparing regular updates for management on support team performance, workload, risks, and deliverables.
• Reporting on key metrics such as ticket volumes, backlog, response times, resolution times, SLA performance, escalations, customer satisfaction, and team capacity.
• Highlighting risks, bottlenecks, recurring customer issues, and required management decisions.
• Providing clear recommendations to improve support delivery, team efficiency, and customer experience and translate these into objectives that the employee tracks for the purposes of performance reviews.

Senior Cloud Support Specialist Responsibilities - 50%

• Providing expert-level support to customers using the company’s Cloud software.
• Handling complex, high-impact, or escalated customer support cases.
• Investigating Cloud software issues in detail, including reproduction steps, configuration checks, user workflows, and possible workarounds.
• Explaining Cloud software functionality, processes, and best practices clearly to customers.
• Guiding customers in the effective use of the Cloud software to meet their operational needs.
• Working closely with Cloud product, development, QA, implementation, and customer success teams to resolve technical or functional issues.
• Documenting customer issues, analysis, actions taken, workarounds, and final resolutions accurately.
• Creating and maintaining knowledge base articles, troubleshooting guides, internal notes, FAQs, and customer-facing support materials.
• Supporting other team members by sharing expertise and helping resolve difficult cases.
• Validating solutions, and confirming that customer issues have been resolved.
• Contributing feedback to product and development teams based on real customer experiences.
• Maintaining strong product knowledge and staying informed about software updates, new features, known issues, and release changes.

Requirements

• 2-5 years of proven experience in a senior customer support, technical support, or application support role, preferably within a Cloud software or SaaS environment.
• Demonstrated ability or have an affinity for to lead or coordinate support team activities, including workload distribution, escalation handling, and coaching of team members.
• Strong experience managing complex, high-impact, or escalated customer issues through to resolution.
• Experience working cross-functionally with product, development, QA, implementation, and customer success teams.
• Ability to monitor support performance using service levels, ticket trends, backlog, response times, and customer satisfaction metrics.
• Strong written documentation skills, including case notes, troubleshooting steps, knowledge base content, and management updates.
• Leadership, coaching, and team coordination skills. And the determination to build on this is to establish strong leadership.
• Excellent customer communication and stakeholder management skills.
• Ability to prioritize effectively in a fast-paced support environment with competing demands.
• Strong analytical skills with the ability to interpret support data, identify trends, and make practical recommendations.

We Offer

• Opportunity to work in a dynamic and innovative environment.
• Career growth and professional development opportunities.
• Competitive compensation package.

About the Company

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