Tech Team Lead, Escalations — Hands-On Coaching

External Only | Blueprint Technologies; Bellevue (WA); Hybrid; USD 54,000 - 61,000; Full time

Job summary

Blueprint Technologies is seeking an Escalated Team Lead, Tech to guide a customer service team in Bellevue, WA. This hands-on leadership role combines people management with direct ticket support, coaching staff, and ensuring high-quality customer responses.

You will monitor performance, guide daily operations, and collaborate with HR and others to drive continuous improvement while maintaining strong client satisfaction and service metrics.

Qualifications

• 2+ years of customer support experience.
• Demonstrated leadership ability and a genuine interest in managing, coaching, and developing others.
• Record of delivering excellent customer service and meeting performance expectations.
• Experience reviewing performance metrics and using data to identify coaching or operational needs.

Responsibilities

• Manage the assigned team’s daily operations under the direction of the Operations Lead or Senior Operations Lead.
• Check in with team members and review timecards, attendance, schedule adherence, Ticketmaster feedback, and nonproductive time each day.
• Monitor workflow changes, adjust team priorities as needed, and communicate updates promptly.
• Review performance data and operational metrics daily, including dashboards, agent action reports, and ticket-level findings.
• Identify performance trends, data discrepancies, and opportunities for improvement.
• Partner with the Operations Lead to address performance concerns and involve HR when coaching or corrective action is needed.
• Set clear goals and performance expectations with regular coaching and support.
• Maintain onsite and remote leadership presence with regular communication.
• Lead daily team huddles and meetings, and document coaching conversations.

Skills

Leadership

Coaching

Customer support

Communication

Time management

Organizational skills

Problem solving

Data-driven decisions

Job description

Blueprint Technologies is seeking an Escalated Team Lead, Tech to guide a customer service team in Bellevue, WA. This hands-on leadership role combines people management with direct ticket support, coaching staff, and ensuring high-quality customer responses.

You will monitor performance, guide daily operations, and collaborate with HR and others to drive continuous improvement while maintaining strong client satisfaction and service metrics.