# Technical Support Team Lead

As a Technical Support Team Lead, you will be responsible for leading a team of technical support representatives in ensuring the successful support of our user base and the continuous improvement of team capabilities and performance.

• Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
• Lead by example in case quality.
• Proactively support users of our products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on all our Assessment Products and services while expanding knowledge on our various product lines.
• Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
• Ensure your team is following our operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
• Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
• Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
• Deliver regular 1-1's to team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
• Review top issues monthly for external education and ticket reduction.
• Support the Quality and Knowledge team with the creation of training modules.
• Take part in recruitment activity for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
• Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
• Manage queues for tickets and channels for customer interaction to ensure the team's timely response and overall engagement.
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.
• Review top issues monthly for external education and ticket reduction.

Essential:

• Experience in building customer relationships
• 2+ years experience in a Technical Support team
• Bachelor's Degree in Computer Science or equivalent work experience
• Team leadership/supervisory experience
• Strong working knowledge of Windows and Mac OS
• An understanding of multiple integration paths
• In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & known issues, etc.
• Broad understanding of web technologies and Software as a Service (SaaS)
• An understanding of Learning Management Systems and how they interact with our service
• Provide 'White Glove' support for difficult cases/sensitive customers/at risk accounts
• Proven track record of identifying case trends and working with management to track and resolve issues
• User experience of CRM systems preferably Zendesk
• Excellent written and verbal communication skills
• Strong organizational and analytical skills

Desirable:

• Experience in a coaching role
• Familiarity with reporting
• Past experience in the education field and/or with educational technology products
• Past experience in an omni channel contact center environment involving telephone, chat and email channels

• Action-oriented mindset
• Passion for education
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities
• Ability to work independently and perform under pressure
• Broad knowledge of online software and relevant technologies
• Strong leadership skills
• Commercial awareness and understanding of the education sector
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
• Passion for Learning - We seek teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of our organization. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

• Remote First Culture
• Health Care Coverage
• Education Reimbursement
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time
• Charitable contribution match
• Monthly Wellness or Home Office Reimbursement
• Access to Modern Health (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution

At our organization, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our community.

We are committed to the policy that all persons have equal access to our programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.