Technical Support Team Lead – Customer Experience

Flexential

United States

On-site

USD 75,000 - 80,000

Full time

38 hours ago

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Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

HSA and FSA

Life and AD&D

Disability insurance

Flex PTO

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential is seeking a results-driven Supervisor, Technical Support to lead a fast-paced team delivering world-class customer support. You will drive cases, monitor performance, and coach staff to higher levels of service.

Ideal candidates will have 2–5 years in 24/7 IT support, ITIL familiarity, and strong leadership, communication, and problem-solving skills that ensure rapid resolution and high customer satisfaction.

Qualifications

2 to 5 years of experience in 24/7 IT enterprise support environments.
Quality control, Staffing, Delegation, Performance management.
Team building, Employee coaching and feedback.

Responsibilities

Drive responses to customer cases and ensure proper ticket routing.
Monitor, motivate, and document team and individual performance and adherence to policies.
Document disciplinary issues and provide consistent feedback through one-on-one meetings.
Partner with managers to develop and improve processes and procedures.
Champion customer experience, first call resolution, team development and metrics.
Communicate team objectives, goal progress, and operational updates.
Ensure onboarding and training of new hires.
Create and manage team schedules; oversee workload handoffs between shifts.
Serve as primary escalation point for outages; facilitate outage communications.