Technical Support Team Lead

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...