Technical Support Team Lead - NSE - Noke

Overview

The Technical Support Team Lead plays a critical role in supporting the Sr. Manager by overseeing daily operations of the frontline support team. This role ensures consistent delivery of high-quality technical support, drives agent performance, and fosters a culture of accountability and continuous improvement. The Team Lead will act as a bridge between agents and leadership, helping to implement strategic initiatives and elevate the customer experience.

Responsibilities

• Monitor and manage daily ticket queues, ensuring timely resolution and adherence to SLAs.
• Assign and balance workload across agents based on volume and skillset.
• Handle customer escalations and ensure proper documentation and follow-up.
• Conduct weekly 1:1s and QA reviews with agents.
• Support onboarding and training of new hires.
• Identify knowledge gaps and coordinate with Sr. Manager to implement targeted training.
• Enforce standards for ticket field completion, communication quality, and resolution accuracy.
• Collaborate with Sr. Manager to refine escalation protocols and knowledge base content.
• Participate in weekly performance huddles and contribute to KPI reviews.
• Surface recurring product issues to Product and Engineering teams.
• Partner with Workforce Management (WFM) to align staffing with forecasted volume.
• Support implementation of recognition and performance incentive programs.

Qualifications

JOB SPECIFICATIONS:

• 3+ years in a technical support or customer service environment, with at least 1 year in a leadership or coaching role.
• Strong understanding of support KPIs (CSAT, FCR, AHT, QA).
• Experience with support platforms (e.g., Aircall, HubSpot, AWS).
• Excellent communication and conflict resolution skills.
• Technical aptitude with mobile platforms (iOS/Android) and basic networking/electrical concepts.
• Bilingual (English/Spanish) a plus.

PHYSICAL DEMANDS:

• Regularly required to sit, stand, and walk.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.