Technical Support Team Lead (Hybrid)

Antylia Scientific; Chicago (IL); Hybrid; USD 65,000 - 76,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Disability Insurance

Life Insurance

401(k) company match

Paid Time Off (15 days annually)

Job summary

Antylia Scientific is seeking a Supervisor of Technical Support in Vernon Hills, IL, to lead a team delivering high-quality pre-sales and post-sales support. You will translate leadership priorities into frontline execution, ensuring timely issue resolution and strong customer engagement.

The role requires 3–5+ years in technical support, a scientific degree, and proven ability to coach teams, manage performance, and partner with Sales, Product, and Operations to improve customer outcomes.

Qualifications

• Bachelor’s Degree required in scientific discipline, or equivalent work experience.
• 3–5+ years of experience in technical support.
• Demonstrated leadership responsibilities in current or previous role (e.g., mentoring peers, handling escalations, supporting team operations).
• Demonstrated ability to lead, coach, and motivate teams to ensure that the highest level of Customer Service is provided.
• Ability to collaborate with cross-functional teams (Sales, Product, Operations) and communicate frontline insights effectively.
• Strong technical aptitude with the ability to understand products, applications, and customer use cases within a life science environment.
• Basic commercial awareness with the ability to identify customer needs and support revenue-generating opportunities (upselling, cross-selling, solution recommendations).
• Strong interpersonal skills with the ability to build professional relationships, deliver feedback effectively, and manage performance issues.
• Strong analytical and critical thinking skills, with the ability to interpret data, identify trends, break down ambiguous problems, and develop effective, actionable solutions.
• Ability to balance customer needs, team development, and business objectives, including revenue and service outcomes.
• Proficiency in Microsoft Office and CRM/contact center tools; ability to interpret data and use dashboards to manage team performance.

Responsibilities

• Lead, coach, and actively manage a team of Technical Support representatives to achieve performance targets and deliver high-quality support.
• Guide team in pre-sales activities with product recommendations and solution alignment based on customer needs.
• Identify upselling and cross-sell opportunities during customer interactions and escalate as needed.
• Oversee daily operations, including SLA adherence, queue performance, and workflow management.
• Conduct regular team huddles and coaching sessions to drive performance and development.
• Manage queue performance, workload distribution, and staffing adjustments to meet service levels.
• Identify skill gaps and implement training plans with Manager and Learning & Development.
• Handle customer and agent escalations, resolve complex issues, escalate high-risk cases.
• Implement process improvements and support cross-functional initiatives with frontline insights.
• Collaborate on cross-functional projects and provide frontline perspectives.
• Serve as SME for policies, workflows, and customer inquiries.
• Prepare and monitor KPIs, scorecards, and reports to support decisions.
• Analyze metrics and frontline trends to drive continuous improvement.
• Partner with Customer Experience leadership to elevate trends and improvements.
• Ensure quality monitoring and timely root-cause resolution of complaints.

Skills

Leadership experience

Customer service excellence

Cross-functional collaboration

Technical aptitude

Data analysis

CRM tools proficiency

Microsoft Office

Education

Bachelor’s Degree in scientific discipline

Tools

CRM software

Office suite

Dashboard tools

Job description

Antylia Scientific is seeking a Supervisor of Technical Support in Vernon Hills, IL, to lead a team delivering high-quality pre-sales and post-sales support. You will translate leadership priorities into frontline execution, ensuring timely issue resolution and strong customer engagement.

The role requires 3–5+ years in technical support, a scientific degree, and proven ability to coach teams, manage performance, and partner with Sales, Product, and Operations to improve customer outcomes.