Description

Lead a team of Technical Support Specialists to resolve customer issues across phone, email, and chat. You'll manage daily operations, coach team members, and drive high-quality support in a hybrid office setup aligned to US hours.

Requirements

• 8+ years in technical support or similar customer-facing technical role
• 2-3 years of team lead/supervisory experience
• Strong troubleshooting skills across software/SaaS, network, or hardware

Responsibilities

• Lead a team of 15 Technical Support Specialists
• Hold regular 1:1s, provide real-time feedback, and run performance reviews
• Monitor queues, SLAs, response/resolution times, and adherence
• Act as first point of escalation for complex or sensitive customer issues
• Track and report team KPIs (CSAT, SLA, FCR, AHT, backlog)