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Technical Support Team Lead

SupportNinja

SupportNinja

IT, Customer Service
Philippines · Remote
Posted on Jan 8, 2025

Work Set Up: Remote

The Technical Support Team Lead will manage the Tier 1 and Tier 2 Technical Support teams to provide world-class customer support. The ideal candidate will have excellent leadership and communication skills, a strong technical background, and experience in managing customer support teams.

What does a day in the life of a Software Application Dev Support Lead look like?

  • Manage and lead the Tier 1 and Tier 2 Technical Support teams.
  • Manage BPO relationships to ensure UpKeep standards are met
  • Monitor team performance and provide coaching and mentoring to team members
  • Develop and maintain support processes and procedures
  • Ensure that team members are providing world-class customer support
  • Handle escalations from Tier 1 and Tier 2 support representatives
  • Work with Engineering teams to troubleshoot bugs and provide feedback to product development
  • teams
  • Identify areas for improvement and drive continuous improvement across all departments
  • Create and maintain customer resources, such as help articles and internal tools

What are the required qualifications of a Software Application Dev Support Lead?

  • 5+ years of technical support experience, with at least 2 years in a leadership or management role
  • Experience managing customer support teams and leading process improvements
  • Excellent written and verbal communication skills
  • Strong problem-solving and analytical skills
  • Ability to work well in a team environment
  • Bachelor's degree in Computer Science, Information Technology or a related field
  • Excellent written and verbal communication skills.
  • Strong problem-solving and analytical skills.
  • Ability to work well in a team environment.
  • Knowledge of SQL and data analysis is a plus.
  • Bachelor's degree in Computer Science, Information Technology, or related field.

Ninja Perks and Benefits
*Full time employees

  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development

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