Team Lead Technical Support

You will lead and mentor a technical support team serving global merchants, establish support objectives and processes, resolve escalated technical issues, standardize international practices, track team performance, and present results to senior leadership.

Responsibilities

• Lead a customer-facing technical support team
• Collaborate with the international leadership team
• Standardize support best practices
• Coach and mentor Support team members
• Define and communicate team objectives and key results
• Track team progress and success
• Present results to Senior Leadership
• Handle escalated technical support requests

Requirements

• 2–6 years of experience directly managing technical support teams
• People leadership and mentoring experience
• Problem-solving capabilities
• Process and procedure development experience
• Ability to handle technical support escalations
• Decision-making and prioritization skills
• Strong communication skills
• Technical background or strong technical affinity
• Willingness to travel occasionally