Technical Support Team Lead

1 week ago

Karachi, Sindh, Pakistan beBee Careers Full time

The Support Lead role at a fast-growing SaaS company is an exciting opportunity to elevate the 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 product evolution.

In this role, you'll lead a team of Technical Support Analysts while driving critical support KPIs including ticket backlog, CSAT, SLAs, and resolution times. You'll also recruit, onboard, and develop Technical Support Analysts, conducting performance reviews and providing growth opportunities.

Some key responsibilities include forecasting staffing needs based on customer deployment and peak usage period projections, enhancing the team's technical abilities through ongoing training and ticket deep dives, and supporting complex technical troubleshooting, including data validation and integration related issues.

You'll also oversee support tooling operations and maintenance, lead implementation of ticketing processes to improve efficiency and customer experience, and develop scalable support and escalation processes that maintain quality while accommodating growth.

A strong technical background and troubleshooting expertise are essential for success in this role. Additionally, exceptional analytical, problem-solving, and communication skills are necessary for effectively collaborating with cross-functional teams and delivering high-quality results.

The ideal candidate will have 3+ years leading technical support teams in an enterprise SaaS environment, a proven track record scaling high-performing support teams, and excellent customer relationship management abilities.

Benefits and Perks
  • Flexible work arrangements
  • Generous stock options in a growing startup
  • Medical, dental, vision, and life insurance
  • 401K and commuter benefits
  • Annual international retreats

This is a unique opportunity to join a customer-centric team addressing core issues in higher education and make a meaningful impact on students' academic journeys. If you're passionate about delivering exceptional customer support and excited about the prospect of joining a dynamic and rapidly growing organization, we encourage you to apply.

We believe diverse teams drive innovation, so we welcome applicants from all backgrounds and perspectives. Please submit your resume, cover letter, and any relevant work samples or certifications. We look forward to reviewing your application

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