Sectigo
Computer Software
TeamLead,CertificateSupport
“Team Lead, Certificate Support at Sectigo. Skills: Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics. Manage and support the chat support team. Ensure high-quality customer interactions”
What You'll Achieve.
Maintain service stability; Strengthen security across environments; Reduce complexity; Accelerate time to value; Delight our customers; Achieve market leadership
Industry & Context.
Problem-solving skills
24/7 shift
What They're Looking For.
Must Have
Bachelor’s degree in business, Operations, IT, or related field, 4+ years of experience in customer support roles, Experience working in SLA-driven and compliance-focused environments, Familiarity with ticketing systems, CRM tools, and reporting dashboards, Knowledge of domain validation and compliance requirement
Nice to Have
Prior experience as a Team Lead, Senior Associate, and/or SME, Ability to lead by example and manage priorities in a fast-paced environment, Good analytical, problem-solving, and decision-making skills, Effective communication and coordination abilities
What You'll Do.
Manage and support the chat support team
Ensure high-quality customer interactions
Ensure process compliance
Ensure seamless customer experience
and agent performance
Lead and supervise the chat support team
Address operational risks
Provide floor support
and real-time assistance
Coach associates on process adherence
and knowledge refresh sessions
Ensure adherence to SOPs
and compliance requirements
Perform basic quality checks
Support audit readiness and documentation requirements
Prepare daily/weekly operational reports
How You'll Work.
Team & Collaboration
Coordinate with internal teams (Support, Validation, Tech, QA) for issue resolution; Act as the first level of escalation for operational and customer-impacting issues
Communication Scope
Effective communication
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