Emea Customer Support Team Lead

About The Opportunity Speria is looking for a polished, customer-focused Customer Support Team Lead to guide the day-to-day performance and development of a growing EMEA support team. This is a player-coach role for someone who can lead a small team, build trusted relationships with key customers, manage escalations, and stay close enough to the work to step into complex support situations when needed. The role will initially emphasize leadership and team oversight while retaining direct customer and ticket responsibility. As the team grows and the successful hire develops deeper knowledge of Speria’s customers, products, and customizations, the hands-on support balance may increase. Speria provides enterprise solutions that support live animal protein production. Our products help customers use real-time information to improve operational insight and responsible production across the supply chain. What You Will Lead

• Lead the day-to-day work, performance, coaching, and support quality of a small EMEA Customer Support team.
• Hold regular one-on-one conversations, set clear expectations, provide actionable feedback, and follow through on performance and development needs.
• Oversee ticket ownership, prioritization, customer communication, and progress toward timely resolution.
• Build and maintain strong relationships with important EMEA customers and serve as a trusted point of contact when issues require leadership attention.
• Own or coordinate escalations, ensuring customers receive clear updates, next steps, and realistic resolution expectations.
• Balance team leadership with hands-on support by answering tickets and stepping into complex or high-impact issues when needed.
• Partner with Development, Projects, and other technical teams to investigate defects, application issues, and customer-specific configurations.
• Promote consistent documentation, knowledge sharing, troubleshooting standards, and continuous improvement across the team.
• Help onboard and develop new team members as the regional support organization expands.

What You Bring

• Experience leading or directly supervising a customer support team; experience with a small team is fully relevant.
• People-management experience that includes regular one-on-ones, performance oversight, coaching, and day-to-day work direction.
• Strong relationship-management skills and the confidence to communicate with key enterprise customers.
• Experience in customer-facing B2B software, SaaS, enterprise applications, or a similarly technical support environment.
• A player-coach mindset: comfortable setting direction while remaining willing and able to work support tickets.
• Strong ownership, judgment, problem-solving, follow-through, and cross-functional collaboration skills.
• Advanced written and spoken English, with clear and polished customer communication.
• Experience with support tickets and a ticketing platform.
• Working knowledge of SQL, including the ability to read and understand queries or data logic during troubleshooting.

Helpful, But Not Required

• Experience in poultry, animal protein, agriculture technology, or another specialized operational software environment.
• Zendesk experience.
• Azure DevOps or another issue and defect tracking system.
• Experience supporting configurable or customized enterprise applications.
• Knowledge-base creation, root-cause analysis, post-go-live support, or application/module ownership.
• Bachelor’s degree in a related field and familiarity with Windows and Microsoft 365.

EEO Statement Integrated into our shared values is Speria MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Speria MTech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Speria MTech has an ongoing responsibility to respect and support a globally diverse environment.