Team Lead – Technical Support

2 weeks ago

bangalore, India Clear Full time

We’re hiring a Team Lead—technical Support to head a dynamic, customer-facing team that handles inbound inquiries via emails and calls. As a critical part of our technical support function, you’ll drive operational excellence and ensure smooth delivery of product support for our SAAS product lines.


Job responsibilities:


Team Leadership and Management: 


  • Supervise and lead a team of technical support representatives, ensuring they meet performance targets and adhere to company policies and procedures.
  • Coach, mentor, and provide regular feedback to team members to enhance their technical skills and customer service capabilities.
  • Conduct regular performance evaluations and facilitate training sessions to address the skill gaps.
  • Oversee day-to-day operations of the technical support team, including managing incoming support tickets, emails, and phone calls.
  • Monitor support queues and allocate resources appropriately to address workload fluctuations and prioritize critical issues.
  • Foster positive customer relationships by ensuring timely and effective communication, setting realistic expectations, and following up on issue resolution.
  • Gather customer feedback and insights to understand pain points, preferences, and opportunities for product improvement, sharing insights with relevant stakeholders.


Technical Expertise:


  • Serve as a subject matter expert on the company's products and services, staying updated on new features, updates, and troubleshooting techniques.
  • Assist team members in resolving complex technical issues, providing guidance and expertise as needed.
  • Collaborate with other departments, such as product development and quality assurance, to address recurring issues and enhance product reliability.


Process improvements:


  • Identify areas for process improvement within the support operations, workflows, and best practices to streamline support delivery and enhance efficiency.
  • Analyze support metrics and KPIs to identify trends, performance gaps, and areas for improvement, implementing strategies to address them.


Collaboration and Communication:


  • Collaborate with cross-functional teams such as sales, marketing, and product management to share insights, coordinate initiatives, and drive overall customer success.
  • Communicate effectively with internal stakeholders and leadership, providing regular updates on support operations, performance metrics, and customer feedback.


Qualifications: 


  • Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
  • Minimum of 2 years experience in managing a technical support program.
  • Strong understanding of SAAS product servicing strategies, including familiarity with API monitoring & log analysis.
  • Good communication skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
  • Strong analytical and problem-solving abilities to diagnose complex technical issues and develop practical solutions.
  • Willingness to work in a 24/7 program model.

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