Job Description
We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America.
What You'll Be Doing
- Lead, coach, and support a team of remote Technical Support Agents
- Monitor team performance and productivity metrics
- Conduct regular coaching and feedback sessions
- Assist agents with escalated customer issues and technical challenges
- Ensure adherence to established support processes and documentation standards
- Review ticket quality and documentation accuracy
- Support onboarding and training of new team members
- Identify performance trends and opportunities for improvement
- Collaborate with management to achieve operational goals
- Promote a culture of accountability, professionalism, and continuous improvement
- Serve as a point of escalation for complex customer situatio...
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