Software Support - Team Lead

About ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!The DivisionDealer Information Systems Corporation (DIS) is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based of Bellingham WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management so they don’t have to deal with many vendors but just one full-service company.Division Profile: https://www.discorp.com/The PositionWe are seeking a Support Lead with exceptional communication and leadership skills to manage our customer support operations. The ideal candidate will be responsible for ensuring smooth communication with customers, defining and implementing efficient support processes, and leading the support team to deliver high-quality service and quick issue resolution.The hired candidate will work out of the Contour Software Lahore office as an extension of the division-based Global Support Team. The Successful Candidate would eventually lead a team of resources having the same skillset.Roles And ResponsibilitiesMaintain a high level of customer satisfaction through proactive follow-ups and transparent communication.Foster strong relationships with key customer contacts to understand recurring pain points and improvement areas.Define, document, and improve support processes to streamline issue handling and enhance efficiency.Implement and enforce processes that ensure consistent service delivery and faster resolution times.Investigate the underlying cause of issues to provide effective and long-term solutions.Collaborate closely with product and engineering teams to ensure smooth issue resolution and feedback loops.Evaluate and prioritize support tickets based on severity, impact, and urgency.Track support metrics and identify trends to proactively improve service quality.Establish best practices for ticket management, prioritization, and customer satisfaction.Provide regular updates on the status of support issues to relevant stakeholders, including timelines for resolution.Recommend and execute improvement initiatives based on data-driven insights.Lead and mentor the support team to build strong technical and communication capabilities.Maintain high availability of the support function during business hours and ensure proper coverage. Identify training needs and ensure team members have the skills to handle evolving customer demands.Participate in agile planning and stand-up meetings as necessary.Perform other duties as may be assigned by management.Skills RequiredBachelor's Degree in Computer Science, Computer Engineering or equivalent technical Degree; or equivalent combination of education and experience.Excellent verbal and written communication skills.Proven experience in defining and improving support processes.Strong leadership skills with the ability to guide a team effectively.Experience using tools such as Jira for issue tracking and workflow management.Analytical mindset with experience in generating and interpreting reports or dashboards.Ability to manage multiple priorities and maintain composure under pressure.Customer-first mindset with the ability to de-escalate and resolve issues.Passion for process improvement and operational excellence.Collaborative approach with a strong sense of accountability.Work Timings: 07:00 AM to 03:00 PM Pacific Standard Time (6 PM to 2 AM Pakistan Time)Exciting Benefits We OfferMarket-leading SalaryMedical Coverage – Self & DependentsParents Medical CoverageProvident FundEmployee Performance-based bonusesHome Internet SubsidyConveyance AllowanceProfit Sharing Plan [Tenured Employees Only]Life BenefitChild Care FacilityCompany Provided Lunch/DinnerProfessional Development BudgetRecreational area for in-house gamesSporadic On-shore training opportunitiesFriendly work environmentLeave EncashmentDisclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.