KioSoft Technologies LLC (“KioSoft”) is an innovative and expanding hardware/software company that delivers turnkey custom solutions across the Commercial Laundry, Vending, and other unattended Payment Industries. With operations spanning the United States, Canada, Mexico, China, Korea, and partnerships globally, our strength lies in delivering a comprehensive blend of cutting-edge technology and tailored software solutions. These range from basic machine interfaces to advanced applications, branding, and complex networking solutions.

We are seeking an experienced and driven Technical Support Team Lead to manage and guide a Level 1 support team of 10 agents. This role is ideal for someone who thrives in a fast-paced environment, has strong leadership skills, and is passionate about delivering high-quality support experiences to customers.

As a Team Lead, you will be responsible for mentoring team members, managing daily support operations, handling escalations, and ensuring consistent service excellence. You should have hands-on experience in both technical troubleshooting and people management.

*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!