Remote Team Lead - Client Solutions & Tech Support

Northern-Business-Intelligence; California; Hybrid; USD 64,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation plus SS Bonus

3 weeks paid vacation to start

Paid personal days

Above industry standard paid holidays

Employee Assistance Program

RRSP matching

Company provided technology (laptop,手机

Job summary

Northern BI is seeking a Client Solutions Specialist Team Lead to guide and manage a remote CSS team. You will support customers, troubleshoot issues, and shape team processes while reporting to the Head of Product & Operations.

Responsibilities include QA, knowledge base maintenance, and collaboration with CSMs on escalations. Strong leadership and coaching are essential, with a focus on continuous improvement and customer success.

Qualifications

• Degree or diploma in a technical field.
• 5+ years in technical support including helpdesk roles.
• Proven leadership or supervisory experience.
• Mentorship, training, or QA experience is a strong asset.

Responsibilities

• Supervise daily operations of the CSS team, including scheduling and performance reviews.
• Design, update, and enhance support procedures and processes.
• Conduct QA reviews on support cases to maintain high standards.
• Maintain a comprehensive Knowledge Base and oversee Salesforce case management with SLAs.
• Lead recruitment, onboarding, and training for new team members.

Skills

Excel proficiency

Customer service

Time management

Communication

Bilingual English/French (asset)

Education

Technical field degree or diploma

Tools

Microsoft Office Suite

Job description

Northern BI is seeking a Client Solutions Specialist Team Lead to guide and manage a remote CSS team. You will support customers, troubleshoot issues, and shape team processes while reporting to the Head of Product & Operations.

Responsibilities include QA, knowledge base maintenance, and collaboration with CSMs on escalations. Strong leadership and coaching are essential, with a focus on continuous improvement and customer success.