About The Role
The L3 Support Lead is responsible for overseeing the resolution of critical customer issues by coordinating and driving accountability across various departments. Acting as the primary point of escalation for complex technical and operational challenges, this role ensures that short-term fixes are implemented swiftly while advocating for and tracking long-term solutions to prevent recurrence. The L3 Support Lead also plays a key role in reporting and analyzing support trends to identify improvement opportunities and drive data-driven decisions.
What You Will Do
- Act as the escalation point for unresolved or complex issues from L2 support, ensuring timely and effective resolution
- Liaise with engineering, product, finance & accounting and operations teams to track issue progress, provide clarity on merchant impact, and push for prioritization where needed
- Monitor and ensure quick implementation of immediate workarounds or fixes to minimize merchant disruption
- Drive root cause analysis efforts, ensuring teams take ownership of corrective actions and implement lasting solutions
- Generate and analyze regular reports on issue trends, root causes, and resolution performance, to identify recurring issues, workflow bottlenecks, and opportunities for process improvement
- Provide actionable insights and recommendations to leadership and other stakeholders
- Regularly update stakeholders on the status of high-priority issues and provide insights into recurring trends or systemic problems
- Identify gaps in workflows and recommend enhancements to improve incident resolution efficiency and collaboration between teams
- Document resolutions and lessons learned, contributing to the organization’s knowledge base to empower other support tiers
What You Will Need
- At least 4 years of experience in support operations, escalation management, or similar roles
- Have a decent understanding of how a system and product works, technical understanding proficiency is a plus
- Strong ability to communicate effectively across technical and non-technical audiences
- Proven experience in support operations, escalation management, or similar roles
- Excellent problem-solving and organizational skills
- Proficiency in data analysis tools (e.g., Excel, Tableau, SQL) and incident management platforms
- Ability to balance short-term urgency with long-term strategic thinking
- Experience with reporting and delivering actionable insights through data
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