SaaS Technical Support Team Lead

• Lead, coach, and mentor a team of Support Specialists to deliver world‑class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
• Ensure consistent delivery of high‑quality, real‑time support via chat and ticketing systems
• Act as the primary escalation point for complex or high‑impact customer issues

Performance & KPI Management

• Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
• Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
• Drive accountability and ownership within the team

Data-Driven Insights & Improvement

• Analyze support data and customer insights to identify recurring issues and operational gaps
• Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
• Provide actionable rec...