Technical Support Team Lead

6 hours ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Title: Technical Support Team Lead

We are seeking an exceptional Customer Support Team Lead to elevate our customer support experience.

The ideal candidate will combine technical expertise with strategic leadership to drive process improvements, maintain key performance metrics, and ensure customer feedback shapes our product evolution.

  • Drive Critical Support Metrics: Ticket backlog, CSAT, SLAs, and resolution times
  • Recruit & Develop Talent: Hire, onboard, and develop Technical Support Analysts, conducting performance reviews and providing growth opportunities
  • Forecast Staffing Needs: Based on customer deployment and peak usage period projections

Technical Expertise & Development

  • Enhance Team Abilities: Ongoing training and ticket deep dives
  • Support Complex Troubleshooting: Data validation and integration related issues
  • Champion Continuous Improvement: Resolution speed, quality, and tone of voice

Operations & Tools Management

  • Oversee Support Tooling: Operations and maintenance
  • Lead Implementation: Ticketing processes to improve efficiency and customer experience
  • Develop Scalable Processes: Support and escalation processes that maintain quality while accommodating growth

Cross-Functional Collaboration

  • Partner with Product Teams: Transform customer feedback into product improvements, training, and implementation improvements
  • Coordinate Support Readiness: Major feature releases including QA, documentation, and training
  • Analyze Support Ticket Data: Identify common issues and develop upstream solutions

Strategic Initiatives

  • Establish Global Support Operations: Overseen global support operations
  • Stay Current with Industry Trends: Identify new and innovative AI-driven support tools
  • Implement Best Practices: Continually elevate the support experience

Required Skills and Qualifications

  • Leadership Experience: 3+ years leading technical support teams in an enterprise SaaS environment
  • Technical Background: Strong technical background and troubleshooting expertise
  • Scaling High-Performing Teams: Proven track record scaling high-performing support teams
  • Exceptional Analytical Skills: Exceptional analytical, problem-solving, and communication skills

Benefits

  • Customer-Centric Culture: Be part of a customer-centric team addressing core issues in higher education
  • Culture of Ownership: Celebrated ownership, new ideas, and creativity
  • Competitive Compensation: Salary range $120,000 - $165,000
  • Flexible Work Environment: Outcome-based culture

Others

  • Diversity and Inclusion: Valued diverse teams make innovation possible
  • Equal Opportunity Employer: Stellic is an Equal Opportunity Employer

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