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Product Support Team Lead at Adaptavist. Location Information: South Africa. Working at The Adaptavist Group. The Adaptavist Group. is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.. We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!. We make change happen. From anywhere.. What we offer you. We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.. Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.. Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.. Read our full list of benefits. At The Adaptavist Group, we don’t just build products, we build communities, culture, and careers. Now, we're expanding our support network to South Africa, and we're looking for a Product Support Team Lead to help us launch a brand-new chapter in our customer success story.. This is your chance to make a meaningful impact. You'll be instrumental in building and leading a high-performing support team for our innovative Kolekti and Upscale product portfolios. If you thrive in dynamic, fast-moving environments and love mentoring others while keeping customers at the heart of everything you do, this is your role.. What You’ll Be Doing:. You'll partner with our Head of Support to establish and lead a support function that aligns with the working hours of our product teams and core customers. You'll:. - Become a product expert, especially on Mosaic, one of our flagship offerings.. - Inspire, coach, and grow a new team of Product Support Specialists, shaping processes and culture from the ground up.. - Guide your team in delivering exceptional support to a diverse customer base, from fast-moving SMBs to enterprise clients.. - Use data and customer insights to drive performance and product improvements.. - Be the voice of the customer, influencing product and engineering decisions to make our tools even better.. - Champion quality, manage support SLAs and KPIs, and handle escalations with empathy and expertise.. - Help shape hiring, training, and scheduling strategies to ensure support coverage and excellence.. This is a hands-on leadership role for someone who thrives in ambiguity, welcomes change, and gets satisfaction from turning challenges into scalable systems. You’ll collaborate closely with global teammates and product stakeholders, and help create a culture of support that goes beyond just fixing problems.. Who We’re Looking For:. - Have 5+ years in customer support, including 2+ years in a leadership, QA, or training role.. - Are passionate about building high-performing teams and empowering others to succeed.. - Know how to explain complex technical issues in clear, human-centred language.. - Understand the full lifecycle of a support case, and know how to turn pain points into opportunities.. - Have experience building support teams, especially in remote or fast-paced environments.. - Possess a strong sense of ownership, emotional intelligence, and business acumen.. - Have a natural talent for translating support data into stories that drive real change.. Bonus points if you:. - Have experience with Atlassian tools like Confluence and Jira Service Management.. - Understand web fundamentals (HTML, XML, CSS), HAR file analysis, and REST APIs.. - Can use tools like Postman and appreciate the power of technical curiosity.. Why Join Us?. - Be part of a global, fully remote team that values collaboration, kindness, and continuous learning.. - Help shape a brand-new support function with plenty of room to grow.. - Work on products that make a difference, for customers who love what we build.. - Enjoy a culture where your voice matters and your ideas can turn into action.. Ready to help us set the standard for world-class support?. Join The Adaptavist Group and help us improve the experience for our customers, our teams, and you.. Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet. . Drop us your application, we’d love to hear from you!. What to expect. We have published some support on Interviewing with The Adaptavist Group to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.. You can read them here. Equal opportunities for everyone. At . The Adaptavist Group. , we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.. Check out our WORK180 page. Check out our Flexa page. We look forward to your application!