Found Description
We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America.
What You'll Be Doing
Lead, coach, and support a team of remote Technical Support Agents
Monitor team performance and productivity metrics
Conduct regular coaching and feedback sessions
Assist agents with escalated customer issues and technical challenges
Ensure adherence to established support processes and documentation standards
Review ticket quality and documentation accuracy
Support onboarding and training of new team members
Identify performance trends and opportunities for improvement
Collaborate with management to achieve operational goals
Promote a culture of accountability, professionalism, and continuous improvement
Serve as a point of escalation for complex customer situations
Help maintain service levels and customer satisfaction standards
Com...