• Lead, mentor, and manage a team of customer service engineers, ensuring the team is well-equipped to handle complex customer issues. • Oversee day-to-day B2B customer support activities, including SaaS monitoring, operations, ensuring SLAs are met, SLA reporting, and customer support. • Work closely with the engineering team to troubleshoot complex technical problems, providing guidance on solutions. • Identify areas for improvement in the customer service process, and work with the engineering team to implement solutions.