Team Lead, IT​/Tech

Job Title: Team Lead
- Support

Company: BIMI Certifications ()

Location: Remote

Employment Type: Full-Time

BIMI Certifications () is a leading provider of BIMI (Brand Indicators for Message Identification) verification services. Our mission is to help businesses enhance their email credibility, protect their brand identity, and build trust with every message they send. Join a rapidly growing team at the forefront of email authentication and brand protection.

We are looking for a Team Lead
- Support to oversee and elevate our customer support operations. You will manage a team of support specialists, ensuring prompt and effective resolution of customer inquiries, troubleshooting complex issues, and maintaining the highest levels of client satisfaction. Your role will be critical in upholding BIMI Certifications' reputation for delivering exceptional support and value to customers.

• Team Management:
  Lead, mentor, and motivate the support team to deliver high-quality service and meet performance targets. Oversee scheduling and workload distribution to ensure timely coverage and swift resolution of inquiries.
• Operational Excellence:
  Monitor customer tickets, calls, and emails to maintain response and resolution times within established SLAs. Develop and refine support processes, documentation, and best practices to drive efficiency. Issue Escalation & Resolution:
  Act as the primary point of escalation for complex or critical customer issues. Coordinate cross-functionally with Product, Engineering, and Customer Success teams to resolve issues and provide timely updates.
• Performance Tracking & Reporting:
  Set KPIs and track team performance metrics (e.g., response time, resolution time, customer satisfaction). Generate regular reports on support trends, common issues, and recommendations for product improvements.
• Continuous Improvement:
  Gather feedback from customers and support agents to identify areas for process or product enhancements. Develop training programs and resources to upskill the support team and maintain a high level of expertise.
• Customer Advocacy:
  Champion customer needs within the organization, ensuring their voices are heard and integrated into company-wide strategies.

3+ years in a customer support or technical support role, with at least 1 year in a supervisory or team lead capacity. Experience in a SaaS or tech environment preferred.

Proven ability to coach and develop a high-performing support team. Strong organizational and people-management skills.

Familiarity with email authentication protocols (SPF, DKIM) or related technical support experience is a plus. Proficient in using ticketing systems, CRM platforms, and other support tools.

Exceptional verbal and written communication skills, with the ability to convey complex concepts in a clear manner. Skilled at working cross-functionally to solve problems and ensure a seamless customer experience.

Excellent analytical skills with the ability to quickly identify root causes and implement effective solutions. Comfortable handling high-pressure situations and managing multiple priorities simultaneously.

Bachelor's degree in Business, Communications, Information Technology, or a related field (or equivalent experience).

• Impactful Work:
  Contribute to a pioneering service that helps organizations build trust and authenticity in every email.
• Career Growth:
  As a fast-growing company, we offer ample opportunities for advancement and professional development.
• Supportive Environment:
  Work with a team that values collaboration, diversity, and innovation.
• Competitive Compensation:
  We offer a competitive salary, benefits package, and other perks to reward your expertise and leadership.