SaaS Technical Support Team Lead

Technical Support Team Lead

What You’ll Do

Team Leadership & Delivery

· Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels

· Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems

· Act as the primary escalation point for complex or high-impact customer issues

Performance & KPI Management

· Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)

· Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance

· Drive accountability and ownership within the team

Data-Driven Insights & Improvement

· Analyze support data and customer insights to identify re...