Loading...
LeadFull-timeTypeScriptRustReactVueNode.jsMongoDBRedisElasticsearchAI
Salary Range
$26,775 - $36,225 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an experienced Support Team Lead to manage a team of Technical Support Engineers and ensure we consistently deliver high-quality, efficient support to our customers. In this role, you will focus on people leadership, operational excellence, and support process improvements.
Key Responsibilities
- →Lead and develop a team of 7 Technical Support Engineers
- →Manage and support Lead Support Engineers responsible for key support initiatives
- →Conduct regular 1:1 meetings, coaching sessions, and performance reviews
- →Support engineers’ professional development and career growth
- →Own the operational performance of your team
- →Monitor and manage support metrics such as SLA, response times, resolution efficiency, and CSAT
- →Work closely with the Support Operations Manager to maintain support quality and customer satisfaction
- →Manage workload distribution and team scheduling
- →Continuously help improve support workflows, processes, and documentation
- →Identify improvement opportunities and implement changes
- →Track trends and ensure the team operates efficiently at scale
Requirements
- ✓English — C1 or higher, comfortable working with US-based teams
- ✓Russian — fluent, used for internal communication
- ✓2+ years of experience managing a Technical Support team
- ✓Experience leading teams of 5+ support engineers
- ✓Strong understanding of support operations and service metrics
- ✓Proven ability to coach and develop support engineers
- ✓Experience using support metrics and data to drive operational decisions
- ✓Strong communication and stakeholder management skills
Free to sign up. Takes 30 seconds.
