The company develops, manufactures, markets, and supports innovative network testing and service monitoring solutions for communications service providers and equipment vendors. The company specializes in next-generation cellular technologies as well as IMS, Voice, Data, and VoIP networks.

The Team Leader – Customer Success will be responsible for managing a team of Customer Support engineers (Tier 2–Tier 3) across multiple locations in the EU region. The role focuses on ensuring high-quality customer support, operational excellence for RADCOM products, and maintaining strong customer relationships.

Responsibilities: 

• Manage and oversee a team of Customer Support representatives (Tier 2–Tier 3) located across the EU region.
• Ensure the team operates effectively in supporting RADCOM product operations and maintenance.
• Set clear performance and customer satisfaction goals for the team.
• Mentor team members and drive continuous capability development.
• Conduct regular support and operations meetings with customers.
• Identify customer pain points and coordinate with internal stakeholders to address them.
• Manage customer issues and complaints efficiently.
• Handle bug management, ensuring proper communication and expectation management with customers.
• Implement policies and procedures to improve service quality and support efficiency.
• Establish and manage support governance frameworks.
• Monitor and report Support KPIs and service performance with customers.
• Manage the Change Request (CR) process and ensure successful implementation.
• Handle customer escalations and event management.
• Lead processes related to:

1. Outage handling
2. Root Cause Analysis (RCA)
3. Lessons learned documentation
4. Escalation management

• Ensure proper problem management and managed services accountability.
• Define and implement customer monitoring scope.
• Integrate monitoring systems with ticketing and monitoring tools.
• Manage monitoring platforms and ensure effective operational visibility.

Requirements

• Minimum 10 years of experience in telecom support roles.
• Proven experience as a Support Team Lead or Senior Team Lead.
• Experience in telecom monitoring solutions is highly preferred.
• Strong understanding of Telecom Performance KPIs.
• Experience with CNF / VNF environments.
• Working knowledge of:

1. Linux OS
2. SQL
3. Monitoring tools (e.g., Grafana)

• Excellent problem-solving abilities.
• Strong verbal and written communication skills.
• Proven leadership and mentoring capabilities.
• Ability to analyze customer feedback and service metrics to drive improvements.
• Experience managing customer communication, escalation handling, and relationship building.

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