Technical Support Team Leader ( SaaS)

Role Overview:

The Technical Support Team Leader plays a pivotal role in managing a high-performing team responsible for delivering seamless platform operations and outstanding customer support. This role oversees a blended team of technical support, general support, and data entry agents, ensuring every team member is proficient across all ticket types and capable of handling a wide range of issues.

The ideal candidate is a strong leader with technical expertise, excellent communication skills, and the ability to drive performance, manage escalations, and lead by example. They must be proactive, data-driven, and strategically focused, continuously improving team processes and delivering exceptional customer experiences.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, coach, and develop a team of technical support, general support, and configuration agents, ensuring each team member can handle all ticket types.
• Conduct regular 1:1 coaching sessions, providing direct, actionable feedback to drive performance and technical growth.
• Set and own team and individual performance targets (CSAT, First Contact Resolution, Time to Resolution, etc.), ensuring accountability.
• Manage underperformance effectively, addressing issues head-on with structured performance plans and coaching.
• Lead by example, demonstrating a high standard of technical expertise, customer service, and problem-solving skills.

2. Escalations & Problem Resolution

• Act as the primary escalation point for complex technical issues, taking ownership and ensuring swift resolutions, particularly for enterprise customers.
• Take over critical escalations, applying deep technical knowledge and leadership to resolve issues with minimal friction.
• Proactively prevent repeat issues by identifying root causes, implementing long-term solutions, and improving internal workflows.

3. Operational Excellence & Process Improvement

• Oversee the day-to-day operations of the support team, ensuring smooth workflows, balanced workload distribution, and timely ticket resolution.
• Maintain oversight of support queues (e.g., Intercom), ensuring high responsiveness and efficient management of Tier 1, 2, and 3 global support queries.
• Show initiative in continuously improving team operations, processes, and response efficiency.
• Adapt quickly during high-volume peak periods, ensuring continued service excellence.

4. Stakeholder & Cross-Functional Collaboration

• Work closely with Operations Managers, Customer Success, Product, and Development teams to drive issue resolution, share insights, and contribute to product enhancements.
• Effectively communicate technical issues and trends in cross-functional meetings, ensuring clarity and alignment with business goals.
• Advocate for the support team, ensuring they have the tools and processes needed to succeed.

5. Technical Training & Development

• Provide ongoing training to ensure all team members stay updated on product changes, new features, and industry trends.
• Mentor junior team members and develop structured learning paths to upskill the team across all support functions.

6. Data Analysis & Strategic Improvement

• Analyse team performance metrics and customer feedback, identifying trends and areas for improvement.
• Develop and execute strategies to optimise team performance, improve response times, and enhance customer experience.
• Provide regular reporting to stakeholders on key performance metrics and action plans.

7. Enterprise & High-Value Customer Support

• Serve as the technical point of contact for enterprise customers, representing the support team in key meetings and ensuring top-tier service.
• Proactively identify potential challenges for enterprise clients and implement preventive measures.

Must-Have Qualities

1. Strong Leadership & People Management

✔ Not afraid to have tough conversations with underperforming agents and address issues head-on.
✔ Skilled at performance management, ensuring accountability and continuous improvement.
✔ Leads by example, setting a high standard for technical expertise and customer service.

2. Problem-Solving & Critical Thinking

✔ Takes initiative to improve team processes and workflows without waiting for direction.
✔ Thinks strategically to enhance team efficiency and effectiveness.
✔ Handles high-pressure situations and escalations with confidence.

3. Technical Expertise & Data-Driven Approach

Strong technical acumen with the ability to take over escalations and resolve complex issues.
Skilled in data analysis, identifying trends, and making data-backed decisions to drive improvements.
Familiar with support platforms (e.g., Intercom) and troubleshooting SaaS or platform-based products.

4. Communication & Stakeholder Management

Articulates technical issues clearly to cross-functional teams and external stakeholders.

Comfortable handling multiple stakeholders, including product, operations, and enterprise customers.
Represents the team in meetings and ensures alignment with business objectives.

5. Adaptability & Proactive Mindset

Thrives in a fast-paced environment, balancing multiple priorities.
Quickly adapts to changing business needs and peak periods.
Always looking for ways to improve team efficiency, processes, and customer experience.

Qualifications & Experience

• Proven experience in a technical support leadership role, ideally within a SaaS or platform-based environment.
• Strong technical expertise, with the ability to handle and resolve escalated technical issues effectively.
• Exceptional leadership and team management skills, with experience in performance coaching and process improvement.
• Ability to analyse data and identify trends, using insights to enhance support operations.
• Experience with customer service platforms ex: Intercom and other technical support tools.
• Strong stakeholder management skills, with the ability to work across departments and represent support in key meetings.
• Highly adaptable, with a proactive approach to problem-solving and team development.