Technical Support Team Lead

What you will be doing:

We are seeking an experienced Technical Support Team Lead to oversee and elevate our technical support team. This role is ideal for a highly motivated leader passionate about delivering exceptional customer service and driving continuous improvement. The successful candidate will be responsible for leading a team of Technical Support Analysts, fostering a high-performance culture, and ensuring timely, effective support for our platform customers.

As a Technical Support Team Lead, you will take care of:

1. Team Leadership & Management

• Lead, mentor, and manage a team of Technical Support Analysts, setting clear goals and expectations
• Conduct regular reviews, one-on-ones, and provide ongoing coaching and development

• Foster a collaborative, solution-oriented environment to improve team performance and job satisfaction

  1. Technical Support Excellence

• Ensure high-quality, timely resolution of complex customer issues by monitoring team performance, support ticket handling, and customer satisfaction metrics

• Serve as the point of escalation for complex technical issues and ensure quick resolution while maintaining customer relationships

• Support and implement technical support policies, standards, and procedures to maintain a consistent level of service excellence

  1. Customer Relationship Management

• Build strong, trust-based relationships with key customer stakeholders to understand their technical needs and ensure customer retention and satisfaction

• Proactively identify common customer issues and work cross-functionally to implement solutions that improve the customer experience

  1. Process Improvement & Documentation

• Continuously analyse support workflows and data to identify opportunities for efficiency and process improvement

• Develop and maintain a comprehensive knowledge base, FAQs, and support documentation to enable self-service and support team training

• Collaborate with Product and Engineering teams to relay customer feedback and contribute to product improvements

  1. Metrics & Reporting

• Monitor and report on key performance metrics (e.g., response times, resolution rates, NPS scores) to leadership, identifying trends and improvement areas

• Develop and implement strategies to meet and exceed team KPIs, enhancing both customer satisfaction and operational efficiency

  1. Training & Development

• Identify training needs for the team and ensure consistent onboarding and ongoing training in platform functionalities, support best practices, and customer service skills

• Keep the team updated on new product releases, technical developments, and industry trends relevant to customer support

About you:

As a Technical Support Team Lead, you will have:

• Bachelor’s degree or a related field, or equivalent work experience
• 3+ years in technical support, with at least 2 years in a leadership or supervisory role, ideally within a B2B SaaS environment
• Strong technical acumen and familiarity with SaaS platforms, ticketing systems, and support frameworks
• Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders
• Proven problem-solving skills, with the ability to prioritise effectively in a fast-paced environment
• Familiarity with cloud technologies, APIs, SQL, and software troubleshooting; experience in AWS, GCP is a plus
• Strong customer orientation and a passion for delivering high-quality support and service
• Availability to work the US shift: 17:00 - 02:00, Mon-Fri.

What’s in for you?

• Competitive salary aligned to your skills and experience
• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team
• You will also get an annual budget to kit out your home office
• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
• Annual learning budget to drive your performance and career development
• Meal Vouchers 35 RON/ Day
• Access to an Employee Assistance Programme (Atlas)
• Medical Insurance
• 7Card Subscription (upon request)