Technical Support Lead

Say hello to possibilities. It's not every day that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. We're a $2 billion company that's growing at 30+% annually and we're expanding our Product Management Team to make sure we stay ahead of the competition. Please use this link to watch a video about RingCentral: RingCentral Video Say hello to possibilities. It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. This is where you and your skills come in. We're currently looking for: Team Leader Position Objective: The Customer Support Team Leader manages a team of Technical Support agents, ensuring exceptional customer experience through coaching, performance management, and operational excellence. Responsible for day-to-day team operations, agent development, and meeting service level targets. Key Responsibilities - Supervise and coach technical support agents handling voice, email, and chat support channels - Conduct daily team briefings on performance metrics, product updates, and policy changes - Deliver ongoing coaching through 1:1s, triads, and side-by-side observations - Monitor real-time performance and provide floor support to ensure SLA adherence - Identify skill gaps and partner with enablement teams to address training needs - Review calls, chats, and emails to ensure quality standards and compliance - Manage escalated customer interactions and complex technical issues - Monitor CSAT and DSAT predictions, executing recovery strategies for at-risk interactions - Analyze Voice of Customer (VOC) feedback and implement improvement actions - Drive open case management and resolution within established timeframes - Track and manage team performance against KPIs including productivity, quality, and customer satisfaction - Ensure team completion of required upskilling courses and certifications - Maintain adherence to company policies, procedures, and compliance requirements Required Qualifications - 3-5 years of technical support experience in a call center or BPO environment - 1-2 years of team lead, supervisor, or people management experience - Proven track record of coaching and developing high-performing teams - Strong technical aptitude with ability to troubleshoot and guide agents through complex issues - Experience managing performance metrics (CSAT, AHT, FCR, quality scores) - Excellent communication skills with ability to interact effectively across all organizational levels - Proficiency with Google Workspace Preferred Qualifications - Experience with VOIP, networking, or call center technology solutions - Background in implementation, consulting, or technical support for telecommunications Key Competencies - Leadership - Motivates and inspires team members to exceed performance goals - Decision Making - Acts decisively to resolve team and customer issues - Communication - Clearly articulates expectations and provides constructive feedback - Analytical Thinking - Uses data to identify trends and drive performance improvements - Adaptability - Thrives in a fast-paced, high-volume environment with changing priorities - Customer Focus - Advocates for customer needs while balancing business objectives