Technical Support Team Lead, FME Form

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

📋 Description

• Lead the technical support team to achieve support goals.

• Establish team objectives, conduct regular one-on-one check-ins, and provide constructive feedback and coaching.

• Serve as an escalation point for intricate customer issues.

• Collaborate with various teams to guarantee high-quality customer support.

• Review and provide feedback on team knowledge base content.

• Identify opportunities for process enhancements in customer support.

• Communicate with the Director of Customer Support and the VP of Customer Experience.

• Recognize skill gaps within the team and assist in staff training and recruitment.

• Offer product support via support tickets.

• Relay customer feedback and requirements to Product Managers.

• Provide technical assistance during the sales process.

• Collaborate with Development teams regarding product pain points.

• Work alongside the Community team to address inquiries promptly.

• Contribute technical support and on-site engagement for customer-facing events.

• Share resolved issues through blogs, knowledge articles, or webinars.

⛳️ Requirements

• Bachelor’s degree in a relevant discipline or equivalent experience in a technical customer-facing role.

• 3-5+ years of experience with technical products in a customer support environment.

• 1-2+ years in a leadership role or similar experience.

• Strong skills in creative problem modeling and resolution.

• Self-motivated with the ability to make decisions in real-time.

• Excellent communication and interpersonal abilities.

• Proven capacity to learn and adapt swiftly.

• Ability to work effectively both independently and collaboratively.

• Familiarity with support tools such as Zendesk, Jira, Confluence, or comparable platforms.

• Legally authorized to work in Canada.

🏝️ Benefits

• Paid time off for volunteering in Safe-organized opportunities.

• Annual budget for learning and development.

• Training programs funded by Safe.

• Flexible working hours.

• Work arrangements that are remote-friendly and adaptable.

• Three weeks of vacation.

• Additional six paid seasonal days off each year.

• Extended health benefits starting from day one.

• Dental benefits available from day one.

• Health or lifestyle spending benefits accessible from day one.

• Counseling benefits offered from day one.

• Parental Leave Top-Up Program.

• Bi-annual profit-sharing opportunities.

• RRSP/TFSA matching program.

• Complimentary parking provided.

• Bicycle storage available.