Global Support and Process Optimization Lead

The Team Lead is responsible for overseeing the Service Level Support team, ensuring the seamless

resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs.

This role bridges the gap between operational execution and strategic improvement, managing a team

that supports over 20 internal squads. The Lead will act as the primary escalation point and regional

coordinator, driving excellence across NAM, EMEA, and APAC regions.

Key Responsibilities

● Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting

regular performance reviews and ensuring consistent resolution standards across all platforms

(Freshdesk, ServiceNow).

● Escalation Management: Serve as the final point of contact for complex VMS issues involving

Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.

● Strategic Proce...