Technical Support Team Lead — Hybrid & Growth Focus

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

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.