Team Lead, Technical Support

Global Relay•Vancouver, BC

3d•Onsite

About The Position

We are seeking a highly motivated, client-focused Team Lead. As a valued member of our Technical Support Team, you will lead technicians who support Global Relay products and interact directly with customers. Excelling in this role means providing seamless support by ensuring operations run smoothly and acting as the primary authority for client relations and escalations. This role requires initiative, good judgment, communication and problem-solving skills, whilst working with minimal supervision. As a senior member of the team, you will work with leadership to elevate and optimize support standards and resolve issues. You will serve as the primary contact for escalations in a 24/7/365 environment. You will act as a liaison between customers and internal teams, with a strong focus on developing personnel and best practices worldwide.

Requirements

3+ years proven leadership experience
5+ years experience in customer facing role
3+ years in SaaS implementations or equivalent experience
Project coordination and management experience
Exceptional attention to detail and multi-tasking, with the ability to learn and adapt in a fast-paced and ever-changing environment
Strong communication skills, both verbal and written
Possess a foundational knowledge of the setup and components of various mail servers such as Google Apps, Microsoft 365, MS Exchange, Notes, Sendmail, Exim, and Postfix
Technical Customer Service or customer call center experience, particularly in a leadership capacity
Experience with Salesforce Service Cloud, Jira, and Confluence specifically within a high-volume customer support environment
Detail-oriented, system-driven, technical mindset with a passion for operational excellence
A growth-oriented leader who can think strategically and execute successfully
Strong knowledge of MS Office Suite
Soft skills: Curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative

Responsibilities

Oversee day-to-day operations, requests and workflow queues to ensure all cases and inquiries are assigned and responded to properly and efficiently
Identify, establish and manage process improvements to enhance customer support, with a strong focus on efficiency
Set team objectives, conduct regular 1:1 check-ins, and goal setting through ongoing feedback and coaching
Act as an escalation point for complex customer issues and support the team with resolving them
Build relationships and collaborate with other teams to ensure customers receive exceptional support
Review knowledgebase content from the team and provide feedback and direction
Identify the skills needed to strengthen the team, develop, coach and mentor existing staff
Resources Planning, managing shifts, on-call rotations and holiday coverage.
Recruitment and onboarding of new staff
Organizing team building events