Team Lead of Customer Support

What You'll Be Doing - the day to day

Lead, inspire, and mentor a large technical support team. Build and encourage a collegial, helpful, and results-driven work environment;
Monitor and manage queues (calls, emails, cases, chats) to meet key performance indicator requirements;
Assist with reporting of customer service metrics and report trends that may lead to KPI misses;
Ensure your direct reports are meeting call volume standards along with other key performance indicators;
Heavily influence team members' performance by mentoring and providing ongoing coaching and feedback to align with team and individual KPIs;
Manage and contribute to knowledge base articles to help drive team effectiveness (author and edit knowledge base articles);
Effectively communicate relevant information with manager, team members, and other associated teams across company;
Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions;
Manage and work support tickets per industry best practices utilizing Salesforce;
Effectively communicate technical information to technical and non-technical customers;
Coordinate the resolution of technical issues with support team and escalate issues per pre-established guidelines;
Provide backup to after hours on-call techs when needed.

Who You Are - the essentials

At least 3 years of demonstrated experience in Technical/Customer Support environments, calls, emails, and other customer support channels
1+ year of experience in a leadership role, managing teams;
Bachelor's degree or equivalent education and/or work experience;
Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics;
Experience with Microsoft Windows platform, desktops, and servers;
Troubleshooting experience (PC hardware/software, browsers, etc.)
Experience in a 34/7/365 work schedule environment
SaaS industry experience is a plus