Tech Escalations Lead — Hybrid & Coaching Focus

notexternal; Bellevue (WA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work schedule

Onsite Bellevue office

Job summary

Blueprint is seeking an Escalated Team Lead, Tech in Bellevue, WA. This hands-on leadership role combines people management with direct ticket support, coaching a customer service team to deliver accurate and professional responses.

You will partner with Operations and HR to maintain performance and employee development for an excellent client experience. You will lead daily operations, review timecards and metrics, and drive continuous improvement while maintaining a strong leadership presence

Qualifications

• 2+ years of customer support experience.
• Demonstrated leadership ability and a genuine interest in managing, coaching, and developing others.
• A record of delivering excellent customer service and consistently meeting performance expectations.
• Experience reviewing performance metrics and using data to identify coaching or operational needs.
• Strong written, verbal, and listening skills.
• Strong interpersonal skills and the ability to communicate effectively with employees, leadership, business stakeholders, and cross-functional partners.
• Strong organizational and time-management skills, including the ability to prioritize work across a team.
• Ability to establish expectations, motivate employees, and coach team members toward high performance.
• Sound judgment and effective problem-solving and decision-making skills.
• Strong attention to detail and commitment to service quality.
• Ability to work independently while contributing effectively within a leadership team.

Responsibilities

• Lead the assigned team's daily operations under guidance of senior leads.
• Review timecards, attendance, schedule adherence, and performance metrics each day.
• Monitor workflow changes and adjust team priorities as needed.
• Review dashboards and ticket-level findings to identify trends.
• Provide coaching and support to improve performance and service quality.
• Oversee onboarding and ramp-up of new or transferred employees.
• Maintain leadership presence through regular onsite attendance and remote communication.
• Conduct daily team huddles and one-on-one meetings as needed.
• Document coaching conversations and actions in PAM for accountability.

Skills

Customer support

Leadership

Coaching

Data-driven decisions

Communication

Time management

Interpersonal skills

Independence

Problem solving

Attention to detail

Team facilitation

Tools

Microsoft Teams

Ticketing systems

Job description

Blueprint is seeking an Escalated Team Lead, Tech in Bellevue, WA. This hands-on leadership role combines people management with direct ticket support, coaching a customer service team to deliver accurate and professional responses.

You will partner with Operations and HR to maintain performance and employee development for an excellent client experience. You will lead daily operations, review timecards and metrics, and drive continuous improvement while maintaining a strong leadership presence