Work Setup: Onsite at The Sanctum, SM - North EDSA, QC Employment Type: Full Time Schedule: 9PM - 6AM Mon-Fri (must be open to shifting and weekend/holiday work) Start Date: ASAP The Technical Team Leader will be responsible for leading and managing a team of technical representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members while driving performance, productivity, and operational efficiency What does a day in the life of a Technical Team Leader look like Provide effective leadership and supervision to a team of L2 Technical Support Engineers and TSRs. Set clear performance expectations and goals for team members, ensuring alignment with organizational objectives for customer satisfaction and technical resolution. Coach, mentor, and motivate team members to enhance their technical skills, problem-solving abilities, and professional development, fostering a positive and collaborative team environment. Address employee concerns, conflicts, and performance issues in a timely and effective manner, particularly concerning complex technical escalations. Monitor team performance and ensure adherence to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for technical support, including response times and resolution rates for major clients. Analyze team metrics, including deep dives into technical issue trends, to identify areas for improvement and implement strategies to enhance productivity and efficiency. Collaborate with cross-functional teams, including Customer Success, Product, and Engineering, to streamline processes, resolve operational challenges, and optimize workflows for technical issue resolution. Continuously monitor and improve customer service quality, especially in sensitive escalated situations, ensuring high levels of customer satisfaction for enterprise clients. Stay updated with industry best practices and trends in SaaS technology (e.g., REST-based APIs, SSO, enterprise communication infrastructure, AI/LLM concepts) to drive process improvements and innovation within the team. Identify technical training needs and coordinate training sessions to enhance the skills and knowledge of team members, particularly in areas like debugging, querying logging software (e.g., SumoLogic), and understanding data models. Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles, including access to Gladly&aposs platform, relevant documentation, and debugging tools. Collaborate with other team leads and managers to share best practices and implement consistent processes across the technical support organization. Serve as a point of contact for technical escalations from L2 engineers and handle complex customer inquiries or complaints as needed, demonstrating empathy and a solution-oriented approach. Contribute to team meetings and participate in organizational initiatives to drive positive change and growth, including internal projects, feedback loops with Product/Engineering, and roadmap planning. Provide reports on team performance, technical trends, and customer satisfaction as required. Regularly communicate with major clients as needed, simplifying complex technical issues into understandable terms. Adhere to company policies and procedures. Meet or exceed performance targets for related KPIs. Continuously improve knowledge of the client's products, services, and technical processes by participating in training programs and continuous learning modules. Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times, even during on-call rotations or high-pressure situations. Perform other duties as assigned What are the required qualifications for a Technical Team Leader At least 2 years of prior experience leading or supervising a technical support team in a call center/BPO environment Proficiency in using customer service software and tools such as CRM (e.g., Salesforce, JIRA) and familiarity with common SaaS integrations. Must have experience with API Strong knowledge and understanding of customer service and technical support principles and practices, specifically within enterprise software or SaaS environments Strong problem-solving and decision-making skills, with a curious and proactive approach to troubleshooting complex technical issues Excellent interpersonal skills to interact with team members and stakeholders at all levels, acknowledging situations and emotions while remaining focused on solutions Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences Results-oriented mindset with a focus on driving operational excellence and continuous improvement Proficient in using computers and various software applications, including logging software (e.g., SumoLogic) and developer tools Must know basic coding (JavaScript, HTML, CSS) Experience with SSO is a plus Experience with ticketing tool preferred 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 Employee Referral Program Beautiful office space Free lunch provided daily Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready If you are interested, you can access your instant interview here: https://alpharun.com/i/M-YOHzeVNIcO_zUjClZDA Show more Show less