XTEL

Customer Support Team Leader

XTEL

full-time

Posted on:

Location Type: Hybrid

Location: Bologna • Italy

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Job Level

Senior

Tech Stack

ITSM

About the role

  • Lead XTEL's global Customer Support team across CET, EST & AEST time zones.
  • Coach agents, drive incident resolution, ensure SLA compliance, and champion continuous improvement in a SaaS environment.
  • Oversee incident triage, troubleshooting, and service request fulfillment.
  • Act as the primary escalation point for complex or high-priority incidents.
  • Manage shift schedules and coverage across CET, EST, and AEST time zones.
  • Monitor team performance, workload distribution, and ticket queues.
  • Ensure high-quality client communication.
  • Review and challenge ticket categorization and prioritization.
  • Lead regular reviews of knowledge base articles and SOPs.
  • Drive the continuous improvement process within the team.

Requirements

  • Proven experience in a helpdesk, technical support, or customer service role, preferably in a software/SaaS environment.
  • Strong leadership, coaching, and team management skills.
  • Experience managing teams across multiple time zones and shift schedules.
  • Excellent verbal and written communication skills in English (other languages are a plus).
  • High level of empathy, patience, and professionalism in all client and team interactions.
  • Effective conflict resolution and problem-solving abilities.
  • Ability to motivate and develop team members, fostering a culture of learning and excellence.
  • Strong organizational skills and attention to detail.
  • Ability to manage multiple priorities and work well under pressure.
  • Commitment to continuous improvement and knowledge sharing.
  • Solid understanding of software applications, incident management, and troubleshooting.
  • Experience with ticketing systems and ITSM tools.
  • Ability to analyze data, identify trends, and drive process improvements.
  • Familiarity with knowledge base management and SOP development.
  • Analytical mindset and ability to make informed decisions quickly.
Benefits
  • Hybrid working set-up
  • Flexible working hours
  • Competitive Salary Package
  • A challenging role in a fast-growing, AI-driven company
  • A diverse and international team with strong ownership and a can-do mentality
  • Opportunities to contribute meaningfully to the organization's growth and development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementtroubleshootingticketing systemsITSM toolsdata analysisprocess improvementknowledge base managementSOP developmentSaaS environmentsoftware applications
Soft Skills
leadershipcoachingteam managementcommunicationempathypatienceprofessionalismconflict resolutionproblem-solvingorganizational skills