Technical Support Team Lead

You will be responsible for team performance, operational excellence, and continuous improvement, ensuring customers—from SMBs to global enterprise retailers—receive exceptional post-purchase experiences.

Key Responsibilities

• 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.

Technical Leadership

• Guide t...