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AI Summary
Lead a High-Performing Technical Support Team
We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America.
This role is ideal for someone who enjoys developing people, improving processes, and creating an environment where quality, accountability, and customer service excellence can thrive.
As a Team Lead, you will play a key role in driving team performance, supporting day-to-day operations, coaching team members, and ensuring customers receive timely and effective technical support.
We're looking for someone who leads by example, communicates clearly, remains calm under pressure, and has a proven track record of reliability and leadership.
What You'll Be Doing
- Lead, coach, and support a team of remote Technical Support Agents
- Monitor team performance and productivity metrics
- Conduct regular coaching and feedback sessions
- Assist agents with escalated customer issues and technical challenges
- Ensure adherence to established support processes and documentation standards
- Review ticket quality and documentation accuracy
- Support onboarding and training of new team members
- Identify performance trends and opportunities for improvement
- Collaborate with management to achieve operational goals
- Promote a culture of accountability, professionalism, and continuous improvement
- Serve as a point of escalation for complex customer situations
- Help maintain service levels and customer satisfaction standards
Compensation & Contract
- USD $6.50 per hour
- Paid weekly
- Independent Contractor
Remote Work Environment Requirements
To be successful in this role, candidates must have:
- A dedicated, professional workspace free from distractions
- Reliable high-speed, wired internet connection
- Ability to work independently without direct supervision
- Consistent availability during scheduled working hours
Technical Requirements (Essential)
To be considered, candidates must meet all technical requirements below:
- Windows 11 PC (Mac devices are not supported)
- Minimum 16 GB RAM
- Dual monitor setup
- Webcam
- Fibre internet connection with a wired Ethernet connection
- Backup power solution
- Microsoft Teams and Office 365
Applications that do not meet the minimum technical requirements may not move forward in the process.
What Success Looks Like
In this role, success is measured not only by your own performance but by the success of your team.
You will thrive if you can:
- Build a reliable and accountable team culture
- Improve team performance through coaching and support
- Maintain high standards of quality and documentation
- Resolve challenges proactively
- Communicate effectively with both leadership and frontline staff
- Create a positive and productive remote work environment
Hiring Process
To ensure a fair and consistent evaluation process, all applicants must complete each stage of the hiring process:
- Application Form
- Prescreen Questionnaire
- Typing Assessment
- Video Interview
- Live interview
- Final Interview
Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for this position.
Requirements
What We're Looking For
- Previous experience leading or supervising a customer support, help desk, or technical support team
- Strong technical troubleshooting background
- Demonstrated experience coaching and developing team members
- Strong communication and conflict-resolution skills
- Experience in monitoring performance metrics and service levels
- Excellent attention to detail and documentation standards
- Strong organizational and time management skills
- Ability to manage competing priorities in a fast-paced environment
- Proven reliability and stable employment history
- Ability to work independently in a fully remote environment
The Ideal Candidate
The successful candidate will be someone who:
- Leads with professionalism and accountability
- Builds trust and credibility with their team
- Enjoys helping others succeed
- Maintains high standards without micromanaging
- Is comfortable making decisions and solving problems
- Understands the importance of process adherence and documentation
- Can balance operational performance with employee development
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