Tech Support Team Lead

About the role We’re looking for a Team Leader to join our Support Team , combining technical and organizational skills with a genuine passion for people leadership. This person will serve as the main escalation point for complex tickets and play a central role in maintaining service excellence, operational efficiency, and a healthy team culture. At our company, we highly value ownership — taking initiative, driving improvement, and leading by example — as well as team wellbeing, ensuring that every agent feels supported, motivated, and part of a cohesive group even while working remotely. The Team Leader will oversee 3 to 5 remote support agents, guiding their daily performance, fostering their growth through coaching, feedback, and mentoring, and staying hands-on with support operations. Key Responsibilities Act as the primary escalation point for complex or critical cases, supporting the team in resolving them effectively. Monitor daily performance, ensuring SLA compliance, quality, and consistency across a fully remote setup. Prepare and maintain regular performance reports and KPIs, identifying trends and opportunities for improvement. Coordinate schedules, shifts, and availability, balancing workload and ensuring coverage across time zones. Provide coaching, feedback, and career development to agents, focusing not only on performance but also on individual growth and wellbeing. Foster a strong sense of ownership, accountability, and collaboration within the team. Collaborate with other departments (Account manager, TAM, Product) to enhance communication and streamline processes. Handle a small number of tickets to stay connected with day-to-day operations and customer interactions. Contribute to process documentation, workflow optimization, and continuous improvement projects. Qualifications Previous experience as a Team Leader or Senior Support Agent, ideally in a remote environment and/or within saas . Excellent problem-solving and escalation management skills with a calm, structured approach. Proficiency with ticketing systems such as Freshdesk, Jira, or similar tools. Strong analytical skills to interpret data and transform insights into actions. Outstanding communication, empathy, and leadership abilities. Commitment to team wellbeing, creating a positive, supportive, and high-performance culture. Advanced English (spoken and written); other languages are a plus.