Technical Support - Team Lead

Job Summary

We are seeking a dynamic and results-driven Tier 1 Support Manager to lead our frontline support team, which handles over 10,000 customer interactions per month across phone, chat, and email. This role is central to ensuring outstanding customer experiences, optimizing day-to-day operations, and enabling continuous improvement across response times, time to resolution, and overall service quality.

The ideal candidate is a proven leader with a strong background in customer service and technical support, capable of thriving in a high-volume, fast-paced environment. You will be responsible for managing a team of frontline agents, coaching performance, improving operational workflows, and escalating key insights to Tier 2 and product/development teams.

Key Responsibilities

• Lead and Manage the Tier 1 frontline support team, ensuring coverage, productivity, and high service quality across all customer interactions.


• Monitor and improve key metrics, including response time, average handle time, first contact resolution, and customer satisfaction (CSAT).


• Coach and develop agents, focusing on performance feedback, skill-building, and career growth paths.


• Ensure operational excellence through proactive workflow improvements, knowledge base updates, and process documentation.


• Analyze interaction data to identify common issues, improvement opportunities, and training gaps.


• Coordinate with Tier 2 support and development teams for timely escalation and resolution of complex issues.


• Implement tools, scripts, and automation to streamline support processes and reduce manual effort.


• Support workforce planning including scheduling, shift optimization, and queue management for peak traffic.


• Act as a voice of the customer, bringing feedback and insight to product and engineering to help drive feature improvements.

Qualifications

• 3+ years of experience managing a customer service or technical support team, preferably in a high-volume call center or help desk environment.


• Strong understanding of customer support KPIs and operational metrics.


• Demonstrated ability to improve support workflows and drive measurable results.


• Excellent problem-solving skills with a bias toward action and creative solutions.


• Experience with CRM, ticketing systems (e.g., Zendesk, Salesforce, Freshdesk), and call routing software.


• Technical aptitude to understand and triage product issues before escalation.


• Ability to thrive under pressure and manage competing priorities in a fast-moving environment.


• Strong communication skills with the ability to influence cross-functional teams.

Preferred Qualifications

• Experience working in SaaS or technology support environments.


• Familiarity with customer support automation tools, knowledge base platforms, or AI-powered support systems.


• Exposure to ITIL, Lean, or Six Sigma methodologies.