*Only ENGLISH resumes will be reviewed*

Key Responsibilities

• Lead, coach, and mentor a team of 5–10 Level 1 Technical Support Specialists.
• Monitor and ensure daily performance targets (e.g., ticket resolution, response time, customer satisfaction) are being met.
• Serve as a point of escalation for complex or irate customer issues, and work cross-functionally to resolve them.
• Provide regular feedback, performance reviews, and support development plans for team members.
• Maintain team schedules and ensure adequate coverage, including flexibility during peak periods.
• Ensure adherence to SLAs and contribute to process improvements.
• Support new hire onboarding and training initiatives.
• Report team metrics and provide insights to leadership.

Required Qualifications

• 1–2 years of experience as a Team Lead or Supervisor in a technical support/help desk environment.
• Proven experience coaching team members and managing escalated customer interactions.
• Proficient in English and Spanish
• Strong interpersonal and conflict resolution skills.
• Comfortable working with demanding and occasionally irate customers with professionalism and empathy.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Ability to quickly learn new systems, tools, and product knowledge.
• Excellent written and verbal communication skills.
• Willingness to work flexible hours to support team and business needs.

Preferred Skills

• Experience working in an omni-channel support environment (email, phone, chat, etc.).
• Familiarity with common help desk tools (e.g., Zendesk, Salesforce, Freshdesk).
• Knowledge of ITIL or similar support frameworks.

If you're a proactive leader with a strong technical foundation and a passion for support excellence, we'd love to hear from you