Team Lead, Customer Support & Coaching

i3 Verticals, LLC; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

i3 Verticals is seeking a Team Lead, Support for its Temple, GA office. You will guide day-to-day activities of the support team and drive service quality, schedule standups, and coordinate with management.

The role emphasizes coaching, PTO management, resource planning, and escalation handling, plus hiring support. A 1+ year supervisory background and strong customer-service skills are required; MS SQL is a plus.

Qualifications

• 1+ year of supervisory and customer service experience.
• Proven track record in supervising help desk functions; hands-on hardware/software installation and training.
• Experience with hardware, software, and networking troubleshooting.
• Familiarity with bug creation, basic QC testing, and project management.
• MS SQL for data querying or troubleshooting a plus.
• High School Diploma or GED.

Responsibilities

• Schedule/Lead daily standup meetings to review blockers/escalations/issues.
• Manage team calendar, approve PTO, ensure adequate coverage of support queues.
• Maintain PTO accounts and timesheets for hourly employees.
• Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions.
• Communicate with Support Management on team goals, education, coaching efforts, and other items.
• Work with Support Manager to fill open positions on the team.
• Ensure open support items are handled timely and escalated to development or upper-tiered support.
• Identify productivity issues and address them via coaching, PIP, or coordination with Support Management.

Skills

Supervisory experience

Help desk

Hardware installation

Networking troubleshooting

Bug tracking

QC testing

Project management

MS SQL

Education

High School Diploma or GED

Job description

i3 Verticals is seeking a Team Lead, Support for its Temple, GA office. You will guide day-to-day activities of the support team and drive service quality, schedule standups, and coordinate with management.

The role emphasizes coaching, PTO management, resource planning, and escalation handling, plus hiring support. A 1+ year supervisory background and strong customer-service skills are required; MS SQL is a plus.