Technical Support Team Lead

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Full Time Professional Concord, NC, US

3 days ago Requisition

Job purpose

The Technical Support Team Lead supports the day-to-day operations of the technical support function across supported products, services, customers, and business channels while serving as an escalation resource, mentor, and point of coordination for routine support activities. This role assists with timely resolution of technical, product, service, and customer issues, monitors technical support queues and service levels, helps maintain knowledge resources, reviews customer experience trends, and recommends process improvements.

Duties and responsibilities

• Provide daily leadership, coaching, mentoring, and support to Technical Support Representatives.
• Serve as an escalation resource for complex issues requiring senior technical assistance or guidance, escalating to management when needed.
• Monitor assigned technical support queues, ticket aging, incoming volume, and workload distribution to help ensure timely response and resolution.
• Help review and prioritize escalations, recurring issues, and service level concerns requiring additional follow-up.
• Assist with quality reviews of interactions, technical support cases, emails, SMS, and calls to identify coaching, training, and process improvement opportunities.
• Support onboarding, refresher training, and employee development initiatives for technical support team members.
• Promote a positive, collaborative, and customer-focused team culture.
• Assist with reviewing customer service requests from supported communication channels, customer experience systems, and service platforms, including complaints, escalations, refund requests, and related reason codes.
• Help identify trends in customer feedback, refund activity, support issues, and recurring problems; share findings and recommended corrective actions with management.
• Assist with reviewing shipping reports and coordinate with warehouse, logistics, Customer Service, and Operations teams to help resolve customer-impacting delays or exceptions.
• Support maintenance of technical support collaboration sites, shared repositories, and knowledge base resources, including SOPs, FAQs, troubleshooting guides, third-party resources, and internal documentation.
• Create, edit, organize, and recommend updates to technical support documentation to help ensure accuracy, consistency, version control, and ease of navigation.
• Collaborate with Product Management and other subject matter experts to help document new products, processes, procedures, and technical, operational, or customer-impacting changes.
• Assist with tracking and reporting on queue health, escalations, support metrics, refund trends, documentation needs, and operational issues.
• Perform other tasks as assigned by the Technical Support Manager.

Qualifications

• Minimum of 3 years of customer service, technical support, or support operations experience required.
• Previous leadership, mentoring, team lead, or supervisory experience preferred.
• Experience working with CRM, ticketing, reporting, and knowledge management systems.
• Experience using Microsoft 365 applications including SharePoint, Excel, Word, Teams, and Power BI preferred.
• Strong leadership, coaching, written communication, verbal communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong problem-solving, analytical, organizational, and documentation skills.
• Ability to analyze ticketing trends, and operational issues to identify process improvement opportunities.
• Ability to work effectively across multiple departments, stakeholders, and external partners.

Key Performance Indicators

• Support queue health and ticket aging performance.
• Escalation follow-up and resolution support.
• Knowledge base accuracy, documentation updates, and knowledge-resource organization support.
• Employee training, onboarding, and development support.
• Customer experience and service trend review and process improvement recommendations.
• Timely identification and communication of recurring support or operational concerns.

Supervisory Responsibilities

This position provides day-to-day team lead support, coaching, queue monitoring, escalation assistance, and operational coordination for assigned Technical Support team members and supported service areas. Formal…