Team Lead of Customer Support; Fully Remote

• Lead, inspire, and mentor a large technical support team, building a collegial and results-driven culture.
• Manage and monitor queues (calls, emails, cases, chats) to meet KPIs, and assist with reporting on customer service metrics.
• Heavily influence team performance through coaching and feedback, and manage knowledge base articles.

Qualifications:

• At least 3 years in Technical/Customer Support environments, with 1+ year in a leadership role.
• Bachelor's degree or equivalent experience, with knowledge of network services (DNS, IIS, FTP, Email, Database).
• Experience with Windows platform, troubleshooting PC hardware/software, and working in a 24/7 environment.
• Competitive health plans (medical, dental, vision insurance) and PTO starting at 20 days.
• 401(k) with company match, telemedicine, savings accounts, and EAP.
• Paid parental leave, new child program, and casual office environments.

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software for EMS agencies, fire departments, and hospitals, and serve thousands of customers across the US, Canada, and Northern Ireland.