Technical Support Team Leader

About the Role:

You are a skilled technical manager with a strong background in technical support and technical support management. Your primary responsibility is to coach agents, identify root causes of performance issues, and actively train agents to address these issues. You uphold high standards for your team (you are not afraid to say "This isn't good, and here's why"), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and provide feedback that meets our standards. You are adept at diving into complex technical issues, becoming a product expert, and serving as an invaluable coaching resource for your agents.

Day-to-Day Responsibilities:

• Develop and implement technical support policies and procedures to ensure consistent and effective support delivery.
• Analyze technical support metrics and trends to identify areas for improvement and implement strategies to enhance support efficiency.
• Coordinate with product development teams to provide feedback on recurring technical issues and suggest improvements or feature requests.
• Manage technical support escalations and ensure timely resolution of critical issues.
• Provide training and resources to the support team on new technologies, tools, and best practices.
• Stay up-to-date with industry trends and advancements in technical support to continuously improve the support process.
• Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%.
• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations.
• Occasionally handle escalated customer issues, especially those that are technical in nature.
• Ensure schedule adherence by agents and desired productivity levels.
• Maintain coaching logs and provide regular written feedback to agents.
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9.
• Listen to team members’ feedback and resolve any challenges or conflicts.
• Initiate consequence management steps in the case of low-performing team members.
• Delegate tasks to high-potential team members to build a culture of learning and development in the team.
• Suggest and lead team-building activities for team motivation.

Profile Must Haves:

• +3 years of team leader experience- you've directly led and supervised a technical support team
• +3 years of coaching experience - you've been directly responsible for helping others improve their performance
• +2 years of customer service experience - you have been in a customer-facing position 

Skill Set requirement:

• Minimum 2 years of Team leader experience
• Excellent communication skills
• Strong computer skills especially MS-Office
• Ability to motivate the team towards defined goals
• Strong negotiation skills & self-confidence
• Thinks outside-in - placing company & customer interests above team
• High on integrity & analytics skills

System Requirements