Technical Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Consistently achieving team-level support KPIs, encompassing response times and resolution rates.

• A highly skilled and motivated support team that consistently provides outstanding customer service.

• Efficient and precise resolution of escalated technical issues, minimizing the impact on customers.

• Contributed to the expansion and enhancement of the self-service knowledge base and internal documentation.

• Positive customer feedback and high satisfaction ratings from team interactions.

• Offer technical guidance and mentorship to a team of Technical Support Engineers.

• Supervise daily queue management, ensuring effective ticket distribution and compliance with SLAs.

• Serve as an escalation point for intricate technical issues, delivering hands-on troubleshooting and solutions.

• Conduct regular one-on-one meetings and performance evaluations, providing constructive feedback and development plans.

• Identify training requirements and organize sessions to bolster the team's technical competencies and product knowledge.

• Contribute to the development and refinement of knowledge base articles and internal documentation.

• Monitor key support metrics and identify trends to proactively tackle potential issues.

• Collaborate with engineering and product teams to represent customer concerns and advocate for solutions.

• Participate in on-call rotations or provide extended hour support as needed.

• Engage in handling complex cases and key strategic issues. Champion a positive team environment focused on collaboration and continuous learning.

⛳️ Requirements

• Proven experience (5+ years) in a technical support position, with at least 2 years in a leadership or senior role.

• Demonstrated expertise in troubleshooting complex software issues, preferably for a B2B SaaS product.

• Experience in leading and mentoring a small team of support engineers.

• Strong proficiency with customer support platforms (e.g., Zendesk, Salesforce Service Cloud).

• A history of meeting or surpassing challenging SLAs and KPIs.

• Experience with incident management and escalation protocols.

• Proven capability to analyze technical problems and deliver clear, concise solutions.

• Experience in contributing to or creating knowledge base content.

• Familiarity with remote diagnostic tools and techniques.

• Bachelor's degree in a technical discipline or equivalent practical experience.

• Comprehensive knowledge of technical support operations and best practices.

• Strong understanding of Interact's software products and their underlying technologies.

• Proficient in diagnosing software configuration, integration, and performance issues.

• Familiarity with common database concepts (e.g., SQL) and web technologies.

• Understanding of IT service management (ITSM) principles.

• Excellent problem-solving and analytical skills.

• Strong leadership and coaching capabilities.

• Exceptional communication and interpersonal skills.

• Highly organized and skilled at managing multiple priorities.

• Customer-centric with a calm and empathetic demeanor.

🏝️ Benefits

• 25 Holidays/PTO (with the option to buy and sell additional days).

• 401K contributions after 3 months of service.

• Company healthcare plans or third-party reimbursement.

• Voluntary Dental, Vision, and Life Coverage.

• Flexible Savings Account.

• Employee Discount and Reward Program.

• Reimbursement for the use of personal mobile phone.