Technical Support, Tier 2 Lead

Posted Nov 16, 2020, 17 views


We are looking for a Tier 2 Support Lead to provide quality and efficient customer service to our merchants through the daily management of a team of support engineers. As the Team Lead you will be focused on hiring, motivating, coaching and problem-solving as well as taking a hands-on approach to escalations from the Tier 1 and Account Management teams when necessary.
You will be tasked with providing solutions to technical questions along with pro-actively identifying any knowledge gaps to turn complex technical areas into simple learning opportunities for your team.
What You'll Do

Live by and champion our values: #day-one, #ownership, #empathy, #humility.
* Provide daily direction and communication to the team to ensure that customer service requests are answered in a timely manner and all Tier 1 team members get the assistance they need.
* Clearly communicate and manage expectations with each team member and with upper management.
* Ensure all Escalations queues and Slack channels are being promptly monitored and responded to
* Identify and fill knowledge gaps on the CS team through coaching and training.
* Provides statistical and performance feedback and coaching on a regular basis for each team member.
* Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
* Works hands on with the team when necessary on escalations or ongoings projects that are important for area/process improvements.
* Use appropriate judgment in upward communication regarding department or employee concerns.

What You'll Bring

3+ years of experience leading or managing a technical support team
* Experience in an individual contributor role providing technical support and technical guidance for a a software platform
* Exceptional communication skills and ability to influence the team’s direction and take ownership of outcomes
* A knack for providing simple solutions to complex technical questions
* Understanding of APIs and Javascript (HTML/CSS is a plus)
* Self motivated with a passion for taking ownership of your work and delivering outcomes
* Excellent written and verbal communication skills
* A team player attitude and a ‘winning as a team’ mindset
* Ability to work remote-first in a rapidly scaling organization
* Bachelor’s degree or equivalent experience desired

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