Description
The Technical Support Team Lead manages the day-to-day performance, discipline, and development of a technical support team. The role owns case flow, resolution targets, backlog and aging, productivity, quality, customer satisfaction, and schedule adherence; coaches and develops agents; handles escalations and cross-functional dependencies; and uses operational data to drive corrective action and continuous improvement. The position requires experience in technical support, service operations, or a comparable customer-facing environment, along with leadership, data analysis, communication, and CRM experience.
