remote
Technical Support Team Lead - Pressable
Software Engineer
Seeking a Technical Support Team Lead to manage a 24/7 team, focusing on customer support excellence and team development. This player-coach role involves daily performance management, coaching, and metric tracking.
About the role
Key Responsibilities
- Lead and mentor a team of technical support engineers in a 24/7 environment.
- Ensure world-class customer support by overseeing daily operations and issue resolution.
- Provide regular coaching and performance feedback to team members.
- Drive the technical growth and development of the support team.
- Track and analyze key performance metrics to identify areas for improvement.
- Collaborate with other departments to enhance customer experience.
Requirements
- Proven experience in a technical support role, with leadership responsibilities.
- Strong understanding of customer service principles and best practices.
- Excellent coaching and performance management skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Demonstrated ability to troubleshoot and resolve complex technical issues.
Skills
customer supportcommunicationproblem solving