Technical Customer Care Team Lead — Hybrid

Cotality; Dallas (TX); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

Tuition assistance

Job summary

A leading information services company in Dallas is seeking a Team Lead for Technical Customer Care to mentor the support team, manage escalations, and enhance performance metrics. The ideal candidate has over 6 years of technical support experience, proficiency in SQL, and a background in SaaS environments. This role offers competitive benefits, a hybrid work model, and opportunities for professional growth.

Qualifications

• 6+ years of technical experience with Tier 2 or escalated technical support.
• Proven experience troubleshooting complex issues on a web-based software platform.
• Experience guiding junior technical staff preferred.
• Excellent communication skills in client-facing situations.

Responsibilities

• Oversee daily activities of the Technical Support team.
• Conduct call listening and provide constructive guidance.
• Monitor work quality against KPIs and suggest improvements.
• Develop insightful reports for management regarding team performance.

Skills

Problem-solving

Analytical skills

Customer service

Technical support

SQL proficiency

Excellent communication

Education

High school diploma or equivalent

Technical degree or equivalent experience

Tools

Salesforce

Ticketing system

Job description

A leading information services company in Dallas is seeking a Team Lead for Technical Customer Care to mentor the support team, manage escalations, and enhance performance metrics. The ideal candidate has over 6 years of technical support experience, proficiency in SQL, and a background in SaaS environments. This role offers competitive benefits, a hybrid work model, and opportunities for professional growth.