Technical Support Team Leader

• Lead and develop the Support team, providing continuous coaching and supporting their professional growth;
• Ensure quality, speed, and efficiency in customer support interactions;
• Actively engage in critical situations, performing escalations and maintaining direct contact with customers when necessary;
• Monitor performance metrics and implement continuous improvement initiatives;
• Support the team in resolving complex issues and in decision-making;
• Collaborate with other departments to ensure the best possible customer experience;
• Monitor and ensure achievement of service and customer satisfaction targets.

Requirements

• Experience in customer support within SaaS companies or B2B environments;
• Experience in leading or developing support/service teams;
• Proactive profile with a sense of urgency and the ability to handle challenging situations;
• Strong communication skills, both for interacting with customers and with internal teams;
• Experience with CRM and ticketing tools (preferred).

Soft Skills

• Coaching
• Proactive Problem Solving
• Decision‑Making
• Collaboration

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