Technical Support Team Lead (SaaS)

Work Set Up: Permanent Remote

The Technical Support Team Lead will manage the Tier 1 and Tier 2 Technical Support teams to provide world-class customer support. The ideal candidate will have excellent leadership and communication skills, a strong technical background, and experience in managing customer support teams.

What does a day in the life of a Technical Support Team Lead look like?

• Manage and lead the Tier 1 and Tier 2 Technical Support teams.
• Manage BPO relationships to ensure client standards are met
• Monitor team performance and provide coaching and mentoring to team members
• Develop and maintain support processes and procedures
• Ensure that team members are providing world-class customer support
• Handle escalations from Tier 1 and Tier 2 support representatives
• Work with Engineering teams to troubleshoot bugs and provide feedback to product development
• teams
• Identify areas for improvement and drive continuous improvement across all departments
• Create and maintain customer resources, such as help articles and internal tools

What are the required qualifications of a Technical Support Team Lead?

• 5+ years of technical support experience, with at least 2 years in a leadership or management role
• Has experience handling SaaS accounts
• Strong experience in performance and project management
• Experience managing customer support teams and leading process improvements
• Excellent written and verbal communication skills
• Strong problem-solving and analytical skills
• Ability to work well in a team environment
• Bachelor's degree in Computer Science, Information Technology or a related field
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Ability to work well in a team environment.
• Knowledge of SQL and data analysis is a plus.
• Bachelor's degree in Computer Science, Information Technology, or related field.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

If you're interested, you can access your instant interview here: https://alpharun.com/i/yC2G5_wcRBXsbmFI8P3AO

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