Technical Support Team Lead

Job Summary

A company is looking for a CX Technical Support Advocate: Tier 1 Lead.

Key Responsibilities

• Lead and mentor the Tier 1 Customer Support team in resolving technical issues
• Ensure adherence to standard operating procedures and manage escalated tickets
• Collaborate with cross-functional teams to improve workflows and customer success

Required Qualifications

• 3+ years of experience in technical support, with 1+ years in a leadership role
• Experience managing service level agreements and technical escalations
• Proven ability to coach and hold team members accountable
• Strong organizational skills in a fast-paced, remote environment
• Familiarity with tools like Zendesk and Google Workspace