Technical Support Lead

Job summary

The role involves leading the transformation of the technical support function to enhance customer experience through AI and operational excellence. The Technical Support Lead will oversee a team, design AI-assisted workflows, and improve support processes to handle increasing ticket volumes efficiently.

Qualifications

• Experience in technical or customer support with leadership or team lead exposure.
• Strong systems mindset with a focus on designing and optimizing support operations.
• Hands-on experience with AI, automation, and workflow design.
• Analytical mindset with experience in performance metrics and reporting.
• Excellent English communication skills, both verbal and written.

Responsibilities

• Lead and develop a team of technical support specialists, ensuring high performance and growth.
• Design and implement AI-assisted support workflows to improve ticket deflection.
• Rebuild and manage the knowledge base, ensuring it is structured and self-maintaining.
• Enhance first-response and resolution times while improving customer communication transparency.
• Develop a scalable support operating model, including processes and internal enablement.
• Track and improve key support metrics such as deflection rate and customer satisfaction.
• Collaborate with Product, Engineering, and IT to resolve complex issues and enhance support experience.
• Establish best practices and workflows for long-term scalability and operational excellence.

Skills

• Strong analytical and problem-solving skills.
• Ability to communicate clearly and empathetically across teams.
• Proactive and curious mindset with a drive for continuous improvement.

Education

• Not specified.

Tools

• Familiarity with tools such as Freshdesk, Confluence, and Jira is a plus.
• Experience in SaaS or enterprise support environments is beneficial.