About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
The
B2B Technical Support Team Lead
is responsible for leading, coaching, and supporting a team of B2B Technical Service Agents to deliver exceptional technical support to business customers. This role ensures high-quality service delivery, operational excellence, adherence to KPIs, and achievement of service-to-sales objectives. The Team Lead acts as a subject matter expert, escalation point, and people manager, fostering a high-performance, customer-centric culture.
Key Responsibilities
- Team Leadership & People Management
- Lead, coach, and motivate a team of B2B Technical Service Agents to meet and exceed performance targets.
- Conduct regular team meetings, 1:1 coaching session, performance reviews, and development discussions.
- Identify training needs and support continuous skill development (technical and soft skills).
- Drive employee engagement, attendance adherence, and retention.
- Technical Support & Escalation Management
- Act as the primary escalation point for complex or high-impact technical issues affecting business customers.
- Support agents with advanced troubleshooting, root cause analysis, and resolution strategies.
- Ensure urgent issues are handled with ownership and resolved within defined SLAs.
- Collaborate with internal technical, network, and engineering teams to drive faster resolutions.
- Operational Performance Management
- Monitor daily team performance against KPIs including AHT, FCR, CSAT, QA scores, productivity, and Service-to-Sales metrics.
- Analyze performance trends and implement corrective action plans where required.
- Ensure adherence to schedules, shift coverage, and real-time operational needs.
- Customer Experience Excellence
- Ensure a high level of customer satisfaction by promoting empathy, clear communication, and ownership-driven resolution.
- Handle customer complaints and critical business-impact cases professionally and effectively.
- Promote a “One Call Resolution” mindset across the team.
- Service-to-Sales Leadership
- Coach agents on identifying opportunities for service-to-sales, including upgrades, Optimum Mobile, Fiber, and other B2B solutions.
- Ensure the team meets reasonable service-to-sales conversion goals without compromising customer experience.
- Reinforce consultative selling techniques aligned with customer needs.
- Quality Assurance & Compliance
- Ensure team adherence to Quality Assurance guidelines, process compliance, and documentation standards.
- Conduct call monitoring and provide structured feedback to improve quality outcomes.
- Drive consistency in ticket documentation and knowledge base usage.
- Training & Knowledge Management
- Support onboarding and nesting of new hires.
- Ensure team knowledge stays current with product updates, tools, and processes.
- Encourage knowledge sharing and best practices within the team.
- Reporting & Stakeholder Communication
- Prepare and share regular performance reports, insights, and improvement plans with management.
- Escalate risks, trends, and operational challenges proactively.
- Participate in leadership meetings and contribute to continuous improvement initiatives.
Qualifications & Experience
- Education: High School diploma or equivalent; some college preferred. IT certifications (CompTIA A+, Microsoft Certified Professional, etc.) are a plus.
- Experience:
- Minimum 4–6 years in a contact center environment (preferably Telecom / Technical Support).
- At least 1–2 years in a Team Lead, SME, or supervisory role supporting B2B customers.
- Strong technical aptitude with hands-on experience in troubleshooting hardware, software, and networking issues.
- Proven experience handling escalations and complex customer scenarios.
- Demonstrated ability to coach, mentor, and manage team performance.
- Experience with remote desktop tools and ticketing systems.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent verbal and written English communication skills (C1 proficiency).
- Strong understanding of US geography, culture, and business customer expectations.
Ability to work flexible shifts, including evenings, weekends, and holidays.
