Team Lead of Customer Support

📋 Description

• Lead, inspire, and mentor a large technical support team.
• Monitor and manage queues (calls, emails, cases, chats) to meet KPI requirements.
• Assist with reporting of customer service metrics and report trends.
• Ensure direct reports meet call volume and other KPIs.
• Provide mentoring and coaching to improve team performance.
• Author and edit knowledge base articles.

🎯 Requirements

• 3+ years of experience in Technical/Customer Support environments (calls, emails, other channels).
• 1+ year of leadership experience managing teams.
• Bachelor's degree or equivalent work experience.
• Knowledge of DNS, Web Servers (IIS), FTP/SFTP, Email, and Database Analytics.
• Experience with Microsoft Windows platform, desktops, and servers.
• Troubleshooting experience (PC hardware/software, browsers).

🎁 Benefits

• Competitive health plans (medical, dental, vision insurance)
• PTO (starting at 20 days) and 12 company holidays
• 401(k) with company match
• Telemedicine service
• Savings accounts (FSA, HSA, DCA)
• Employee Assistance Program (EAP)