Team Lead, Product Support

Job description

The Team Lead, Product Support leads the Product Support team responsible for delivering reliable product support for Alimentiv’s clinical imaging ecosystem. The role drives issue resolution, escalation management, and continuous process improvement while coordinating across multiple customer facing support functions to ensure a consistent and unified customer experience. Acting as a player/coach, the Team Lead participates directly in day-to-day support activities, complex incidents, and high priority escalations to model best practices and accelerate resolution. Team Leadership & Support Operations (25-30%) Support Strategy & Process Improvement (15-20%) Direct Technical Support & Issue Resolution (30-35%) Cross Functional Coordination & Stakeholder Communication (10-15%) - Lead, grow, and mentor Product Support Specialists, setting clear expectations for ownership, accountability, and customer focus. - Establish team priorities, operating norms, and performance goals, and manage workload, escalation flow, and on call coverage to ensure timely and effective issue resolution. - Act as a player/coach during complex cases and critical incidents, providing hands on guidance and model...