Customer Support Team Lead - Technical

Placements24; Kimberley; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Health & retirement plan

Hybrid work model

Technical training

Collaborative team

Job summary

Placements24 is seeking a Customer Support Team Lead in Kimberley to guide a technical support team and ensure top-tier service. You will mentor agents, manage daily operations, and act as the escalation point for complex issues. The role emphasizes technical excellence, continuous improvement, and customer care.

The position offers a hybrid work model, competitive pay, and opportunities for advanced training and career progression.

Qualifications

• 4+ years in technical support or helpdesk
• 2+ years in team lead or supervisory role
• Strong troubleshooting of software/hardware issues
• Excellent communication and interpersonal skills
• IT certifications are desirable

Responsibilities

• Lead and coach a team of technical support agents
• Oversee daily operations and ensure SLA adherence
• Escalate complex technical issues and provide resolutions
• Develop and deliver training to enhance team skills
• Monitor performance metrics and drive improvements
• Collaborate with other departments to address systemic issues

Skills

Team leadership

Technical support

Customer service

Education

IT certifications

Tools

Ticketing systems

CRM

Remote support tools

Job description

About the Role

Our client is seeking a highly skilled and motivated Customer Support Team Lead with a strong technical aptitude to guide their support team in Kimberley . This leadership role is vital for ensuring the efficient resolution of technical customer issues and maintaining high standards of service delivery. You will mentor and manage a team of support agents, oversee daily operations, and act as an escalation point for complex technical challenges. This is an exceptional opportunity for an experienced technical support professional to step into a leadership role, fostering a culture of technical excellence, continuous improvement, and outstanding customer care.

Key Responsibilities

• Lead, coach, and manage a team of technical customer support agents, fostering a high-performance culture.
• Oversee the daily operations of the technical support team, ensuring adherence to SLAs and quality standards.
• Act as the primary escalation point for complex technical issues, providing in-depth troubleshooting and resolution.
• Develop and implement training programs to enhance the technical skills and product knowledge of the support team.
• Monitor team performance metrics, analyze trends, and implement strategies for improvement.
• Collaborate with other departments to identify and address systemic technical issues.

Requirements

• Minimum of 4 years of experience in technical support or helpdesk roles, with at least 2 years in a team lead or supervisory capacity.
• Strong technical background with proven ability to troubleshoot complex software and hardware issues.
• Excellent understanding of ticketing systems, CRM, and remote support tools.
• Demonstrated leadership and team management skills.
• Exceptional problem-solving, communication, and interpersonal abilities.
• Relevant IT certifications are highly desirable.

Benefits

• Competitive salary and performance incentives.
• Comprehensive health insurance and retirement plan.
• Hybrid work model offering a blend of office and remote flexibility.
• Opportunities for advanced technical training and career progression.
• A supportive and collaborative team environment focused on technical problem-solving.