Tech Support Team Lead

About the role

The Technical Support Team Lead is responsible for guiding and empowering the technical support team to consistently deliver high-quality support to clients. This role focuses on people leadership, process optimization, performance management, and cross-functional collaboration, ensuring that support operations scale efficiently while maintaining excellent customer satisfaction.

Rather than acting as a primary support agent, the Team Lead enables the team's success by removing obstacles, coaching individuals, and aligning support activities with broader company goals.

Key Responsibilities:

Team Leadership & Coaching

• Lead, mentor, and support the Technical Support team, fostering a culture of accountability, collaboration, and continuous improvement.
  

• Conduct regular 1:1s, performance reviews, and coaching sessions to help team members grow professionally and meet performance expectations.
  

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