Technical Support Team Lead (Tier 1)

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💎 Seniority level: Manager, 5+ years

📍 Location: North America

💸 Salary: 110000.0 - 130000.0 USD per year

🔍 Industry: Customer Support, SaaS

🏢 Company: FURTHER

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipAnalytical SkillsCollaborationTroubleshootingTechnical supportCRMCustomer supportSaaS

Requirements:

Bachelor's degree in Business, Computer Science, or related field
5+ years of experience in customer support or technical support roles
2+ years of experience in a management or team lead position
3+ years of experience with SaaS products
Proficiency in ticket management systems like Zendesk and CRM software
Excellent problem-solving and analytical skills
Proven experience collaborating with global teams

Responsibilities:

Lead a team of Level 1 support representatives
Develop and implement support strategies
Monitor and analyze support metrics
Create and maintain product documentation
Collaborate with other departments
Provide escalation support for complex issues
Train and mentor support team members
Participate in product development discussions