Team Lead, Product Support

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.

• 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 modeling effective troubleshooting and communication practices.
• Coordinate day-to-day support activities across customer facing support functions to drive consistency in processes, messaging, and customer experience.

• Define, implement, and continuously improve support workflows, escalation paths, and knowledge management practices.
• Establish and monitor support metrics, analyze trends, and drive improvements to resolution time, quality, and customer satisfaction.
• Identify recurring issues and systemic gaps, and coordinate with cross functional partners to drive durable solutions and reduce repeat incidents.
• Improve support tooling, documentation, and self-service capabilities to increase efficiency and reduce reliance on engineering teams.

• Actively handle support cases alongside the team, providing hands on investigation and resolution across a range of issue types and severities.
• Serve as an escalation point for complex or high impact issues, leading deeper technical analysis and coordinating response as needed. 

• Lead coordination across customer facing support functions to ensure consistent processes, messaging, and customer experience.
• Communicate support trends, risks, and systemic issues clearly to stakeholders, enabling informed prioritization and decision making.