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Technical Support Team Lead

2 months ago

Chester, Cheshire, United Kingdom Loftware Full time

Role Overview:

As a Technical Support Manager at Loftware, you will lead a team of Technical Support Engineers who work with our customers to resolve customer issues. You will consistently coach and provide actionable feedback to promote career development while maintaining support standards.

Key Responsibilities:

  • Lead a team of Technical Support Engineers to provide exceptional customer support.
  • Develop and maintain leading product expertise within your team.
  • Collaborate with other departments to optimize systems, processes, and customer solutions.
  • Train and coach the team to improve soft and hard skills.
  • Participate in the hiring and onboarding process to continue growing the support team.

Requirements:

  • 2+ years experience leading customer support teams in the tech or SaaS space.
  • 5+ years of customer support leadership or technical support leadership.
  • Experience hiring and training new employees. Successful track record hitting and maintaining ambitious metrics.

Soft Skills:

  • Strong leadership, problem-solving, and decision-making skills.
  • Independent thinker with the ability to perform under pressure.
  • Strong verbal, presentation, and written communication skills for both technical and non-technical audiences.