Job Description: B2B Support, Team Lead

Employment Type: Full-time Location Type: Remote (with hybrid option for candidates near Chicago) Salary: Not Specified

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Position Overview

Keeper Security is seeking a driven and execution-oriented B2B Support, Team Lead. This role is crucial for mentoring our Level 1 support team and ensuring our B2B customers receive exceptional service. You will lead a team of dedicated customer support professionals and collaborate with other departments to maintain Keeper's commitment to excellence. This is a 100% remote position, with an opportunity for a hybrid schedule for those located near our global headquarters in Chicago.

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About Keeper Security

Keeper Security is transforming cybersecurity for people and organizations globally. Our intuitive solutions, built with end-to-end encryption, protect every user, on every device, in every location. Keeper's zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs, and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader in password, passkey and secrets management, privileged access, secure remote access, and encrypted messaging.

Keeper's cybersecurity software is trusted by millions of people and thousands of organizations globally, published in 21 languages and sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and be responsible for the fundamentals of our B2B Customer Support Team.

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About the Job

As the Level 1 B2B Support, Team Lead at Keeper Security, you will guide and lead frontline support operations for business customers. Reporting to the B2B Support Specialist Manager, you will serve as a day-to-day resource and point of contact for a team of L1 support professionals. This role emphasizes hands-on assistance, peer mentorship, process coordination, and a strong focus on delivering excellent service to our B2B customers.

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Responsibilities

• Provide daily guidance and support to a team of Level 1 support professionals, ensuring high-quality assistance to B2B customers.
• Act as a key point of contact between the team and management, communicating team needs and customer feedback clearly and constructively.
• Monitor and maintain the quality of customer interactions, providing feedback and informal coaching to team members.
• Collaborate with leadership to identify opportunities for process improvements, tool enhancements, and resource updates.
• Maintain responsive and professional communication with customers via email, phone, and chat, assisting with more complex issues as needed.
• Support escalation handling and resolution in collaboration with senior team members or management.
• Assist in preparing support-related reports and summaries for leadership review.
• Coordinate with other departments (Sales, Product, Engineering) to relay client feedback and insights.
• Support onboarding, ongoing training, and recruitment of new team members, ensuring knowledge of product features and support best practices.

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Requirements

• 3+ years of experience in a SaaS support environment, including peer leadership or mentorship responsibilities.
• Excellent communication and interpersonal skills.
• Customer Service orientation with a strong bias toward action.
• Solid understanding of Service Level Agreements (SLAs) and how to support them in day-to-day operations.
• Flexibility to work outside of core business hours at short notice.
• Ability to build cross-functional relationships, influence, and collaborate at all organizational levels.
• Outstanding verbal and written communication skills for a global audience.
• Analytical and problem-solving abilities.
• Proficiency with support software and CRM systems.
• Experience leading and mentoring a small team.
• Strong commitment to customer satisfaction.