Customer Support Team Lead

About the role

IRIS is seeking a proactive Customer Support Team Lead to head its IRIS Financials Customer Support team. This hands‑on leadership position blends people management with technical problem‑solving to ensure exceptional service for our customers.

Key responsibilities

• Lead, motivate and develop a high‑performing customer support team.
• Manage performance, quality standards and customer‑satisfaction metrics.
• Handle escalated queries, complaints and major incidents.
• Collaborate closely with Product, Development and Customer Success teams.
• Support recruitment, onboarding and ongoing professional development.
• Champion best‑in‑class customer experience across IRIS Financials.

Required profile

• Proven experience in a customer‑facing software or IT support environment.
• Demonstrated people leadership or team‑lead experience.
• Strong communication and stakeholder‑management abilities.
• Capacity to balance leadership duties with hands‑on problem solving.
• Passion for delivering excellent customer experiences.

Required skills