Sectigo
Computer Software
TeamLead,CertificateSupport
Neural analysis suggests this role is
optimal for mid candidates.
“Team Lead, Certificate Support at Sectigo. Skills: managing and supporting the chat support team, ensuring high-quality customer interactions, SLA adherence, process compliance, handling escalations, mentoring team members, monitoring performance, ensuring seamless customer experience. Monitor queues, workloads, and agent performance to maintain service stability.. Lead and supervise the chat support team handling SSL certificate-related queries.”
What You'll Achieve.
ensuring high-quality customer interactions; SLA adherence; process compliance; seamless customer experience; maintain service stability; address operational risks, backlogs, and quality gaps; delight our customers; become the market leader in our industry
Industry & Context.
Good analytical, problem-solving, and decision-making skills.
in-office position, 24/7 shift
What They're Looking For.
Must Have
Minimum of 4+ years of experience in customer support roles is required., Experience working in SLA-driven and compliance-focused environments., Familiarity with ticketing systems, CRM tools, and reporting dashboards.
Nice to Have
Prior experience as a Team Lead, Senior Associate, and/or SME is strongly preferred., Knowledge of domain validation and compliance requirement., 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.
and agent performance to maintain service stability.
Lead and supervise the chat support team handling SSL certificate-related queries.
Identify and proactively address operational risks
Provide floor support
and real-time assistance to team members.
Coach associates on process adherence
and knowledge refresh sessions for the team.
Ensure adherence to SOPs
and compliance requirements.
Perform basic quality checks and highlight trends
and improvement areas.
Support audit readiness and documentation requirements.
Escalate critical risks and service issues to the Manager in a timely manner.
Act as the first level of escalation for operational and customer-impacting issues.
Prepare daily/weekly operational reports on productivity
How You'll Work.
Team & Collaboration
Coordinate with internal teams (Support, Validation, Tech, QA) for issue resolution.
Communication Scope
Effective communication and coordination abilities.
Full Job Description
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night. Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust. “When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.” How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - S upport, E xcellence, C ommunication, T eamwork, I ntegrity, G rowth and O penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you. We are looking for a Team Lead, Certificate Support to join our growing global team at Sectigo. The Team Lead, Certificate Support over our Chat Process is responsible for managing and supporting the chat support team, ensuring high-quality customer interactions, SLA adherence, and process compliance. The role involves handling escalations, mentoring team members, monitoring performance, and ensuring seamless customer experience. This is a full-time and in-office position, working 5 days
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