ENFOS is seeking a technically oriented Software Support Lead to own and elevate customer support operations for the Environmental Obligation Subledger Accounting Platform, translating complex customer issues into actionable resolutions and product improvements as the company scales enterprise customers and transitions to AI-enabled support.
Requirements
- Experience managing complex technical escalations and serving as a subject matter expert
- Exceptional analytical, troubleshooting, and problem-solving skills with ability to diagnose root causes
- Experience with support ticketing systems, knowledge management platforms, and customer success tools
- Experience with HubSpot Service Hub, Zendesk, Freshdesk, or similar support platforms (preferred)
- Experience with knowledge base tools (e.g., HubSpot Knowledge Base, Brainfish.ai) (preferred)
- Strong technical fluency in APIs, integrations, and data analysis (preferred)
- Familiarity with compliance-heavy or enterprise domains (e.g., finance, accounting, security, or regulatory-driven industries) (preferred)
Responsibilities
- Lead and develop a high-performing technical support team, managing both team operations and complex escalations
- Own support metrics focused on resolution time, CSAT, and first-contact resolution
- Serve as the technical escalation point for complex tier 2/3 cases involving financial calculations, data integrity, integrations, and compliance workflows
- Build and maintain a comprehensive knowledge base that serves customers, internal teams, and AI-assisted support tools
- Design and implement support processes that balance rapid response with thorough investigation and root-cause analysis
- Champion data accuracy, audit trail integrity, and compliance alignment (ASC 410 / IAS 37) in every customer interaction
- Contribute to ENFOS's customer-centric culture and support best practices
Other
- 5+ years of technical support or customer success experience in a SaaS environment
- 2+ years in a leadership or team management capacity
- Bachelor's degree or equivalent experience (Information Systems, Finance, Accounting, or related field preferred)
- Excellent communication and interpersonal skills, with ability to explain technical concepts to non-technical audiences
- Demonstrably self-motivated, pro-active, and endlessly curious
