Technical Support Team Lead – SaaS

About the role

Technical Support Team Lead for a growing SaaS company serving the US residential real estate market. You'll be responsible for coaching support specialists, managing complex escalations, monitoring team performance, and helping improve support processes and customer experience.

Key responsibilities

• Lead, coach, and support Technical Support Representatives
• Conduct 1:1s, quality reviews, and performance coaching
• Handle complex and escalated technical issues
• Monitor ticket volume, SLA, CSAT, and resolution performance
• Manage queue coverage and team capacity
• Track escalations through JIRA and coordinate with Product and Engineering
• Improve support processes, documentation, and Help Center resources
• Assist with onboarding and ramp-up of new team members
• Identify recurring issues and help drive root-cause improvements
• Collaborate with Sales and Customer Success on customer issues and opportunities

About you

• 3+ years of technical or customer support experience
• At least 1 year in a Team Lead, Senior Support, or mentoring role
• Experience handling complex technical escalations
• Strong coaching and performance management skills
• Experience with ticketing/project management tools such as Zendesk and JIRA
• Strong understanding of SLA, CSAT, and support metrics
• Excellent written and verbal English communication