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Job Description
The role involves leading a team of technical support specialists to provide high-quality customer support for IoT and SaaS products, managing daily operations, troubleshooting issues, and collaborating with cross-functional teams to improve support processes and customer satisfaction.
Key Responsibilities
- Lead and manage a team of Technical Support Specialists, including coaching, performance reviews, onboarding, and training.
- Monitor support operations, including queues, SLAs, response times, and team schedules to ensure coverage and efficiency.
- Review support tickets, calls, and chats for quality assurance and identify trends for coaching and improvement.
- Handle escalated customer issues, especially complex or sensitive cases, to ensure resolution.
- Collaborate with cross-functional teams to share customer feedback and drive product or process improvements.
- Maintain documentation, runbooks, SOPs, and FAQs to support support operations and knowledge sharing.
- Track, report, and analyze team KPIs such as CSAT, SLA, FCR, and AHT to ensure performance standards are met.
- Participate in hiring, selection, and promotion processes for the support team.
Requirements
- Minimum of 8 years of experience in technical support or a similar customer-facing technical role.
- At least 2-3 years of team lead supervisory experience, either formal or informal.
- Strong troubleshooting skills across software SaaS, network, or hardware environments.
- Clear, confident communication skills, both written and verbal, with customers and internal teams.
- Experience working with ticketing CRM tools such as Zendesk, Salesforce, or ServiceNow.
- Ability to work in a shift-based environment, including evenings, weekends, and holidays if required.
- Experience in B2B SaaS, networking, IoT, telematics, or similar technical domains (preferred but not mandatory).
- Prior responsibility for KPIs such as CSAT, SLA, and productivity metrics.
- Experience building or improving support processes, playbooks, or knowledge bases.
- Familiarity with basic SQL, APIs, logs, or monitoring tools for deeper troubleshooting.
- Familiarity working with AI tools and building prompts.
- Legal right to work at the company and in the specified work location, if applicable.
Benefits & Perks
Above-market total compensation through base salary, performance-based bonus, and equity
Flexible, employee-led remote work model
Comprehensive health and parental leave plans
Professional development stipend
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