Technical Director of Support Operations

3 weeks ago


Pune, Maharashtra, India LotusFlare Full time

Technical Support Lead Role Summary

LotusFlare is seeking an experienced Technical Support Lead to join our team. As a Technical Support Lead, you will be responsible for leading and managing our technical support team, providing guidance, coaching, and mentorship to fellow tech support specialists.

Key Responsibilities:

  • Lead and manage the technical support team, ensuring that service levels and response times are met.
  • Handle escalated customer issues ensuring timely resolution.
  • Collaborate with cross-functional teams to address customer needs and enhance product offerings.
  • Develop and implement support processes, tools, and documentation to optimize the team's efficiency and effectiveness.
  • Conduct regular performance reviews, provide feedback, and identify areas for skill development and improvement.
  • Analyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfaction.
  • Leverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to management.

Requirements:

  • Bachelors/Masters degree Science/Engineering, or a significant related experience.
  • 5+ years of experience in technical support or a similar customer-facing role.
  • Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
  • Proven experience in a leadership or supervisory role, with the ability to motivate and inspire a team.
  • Prior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this context.
  • Experience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
  • Proven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environment.
  • Experience working with outsourced and in-house support team members
  • Ability to work directly with key enterprise customers during production matters


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