Technical Support Lead

Gigs • New York City, NY

3d

About The Position

As the Technical Support Lead, you will serve as the operational backbone for our regional support team. In our dynamic, high-growth environment, we believe that the most effective leaders stay close to the work rather than managing solely from the sidelines. You will act as a hands-on leader, combining strategic leadership with direct technical engagement. In this role, you will maintain a direct line to our customers by handling inquiries yourself - not to fill a quota, but to stay sharp on the evolving challenges your team faces. By staying hands-on, you will intuitively spot trends in the queue and address them quickly, ensuring our operations scale efficiently while you guide and mentor your team. This role is located in our New York hub.

Requirements

• Experience - You have 5+ years of experience in technical environments, with a minimum of 3+ years in a leadership role.
• Player-Coach Mentality - You lead from the front and are comfortable getting hands-on with the platform and API to ensure you speak the same language as your team and our Engineering groups.
• Effective Leadership - You have a track record of running high-performing, high-trust, and autonomous teams, and you are comfortable navigating them through change and ambiguity.
• Data-Driven Mindset - You are comfortable making decisions with imperfect information and using insights to drive the operational direction of the team.
• Communication Mastery - You possess outstanding communication skills, capable of managing customer expectations while ensuring Support has a strong voice at the table with internal stakeholders.

Responsibilities

• Champion Scalability & Automation - Driven by the belief that the best support ticket is the one not created, you will proactively identify and tackle opportunities for self-service and automation. You will focus relentlessly on the efficiency and scalability of the Support organization.
• Identify & Address Trends - You will use your direct engagement with the queue to spot patterns and recurring issues firsthand, ensuring these trends are identified and addressed quickly before they impact the wider customer base.
• Lead & Mentor - You will lead a distributed team of Technical Support Engineers, guiding their day-to-day operations and fostering a culture where the right people are matched to the right problems.
• Strategic Resolution - You will solve tickets alongside your team to ensure outstanding customer experiences, using these interactions to maintain deep familiarity with the Gigs platform and API.
• Global & Strategic Alignment - You will drive alignment between global Support teams, Tier 1 partners, and the wider business, including Product and Engineering. You will ensure that initiatives critical to Support and the customer experience are prioritized appropriately alongside other business goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees