Technical Support Team Lead - NSE - Noke

Janus International Group•Atlanta, GA

About The Position

Overview The Technical Support Team Lead plays a critical role in supporting the Sr. Manager by overseeing daily operations of the frontline support team. This role ensures consistent delivery of high-quality technical support, drives agent performance, and fosters a culture of accountability and continuous improvement. The Team Lead will act as a bridge between agents and leadership, helping to implement strategic initiatives and elevate the customer experience.

Requirements

3+ years in a technical support or customer service environment, with at least 1 year in a leadership or coaching role.
Strong understanding of support KPIs (CSAT, FCR, AHT, QA).
Experience with support platforms (e.g., Aircall, HubSpot, AWS).
Excellent communication and conflict resolution skills.
Technical aptitude with mobile platforms (iOS/Android) and basic networking/electrical concepts.

Nice To Haves

Bilingual (English/Spanish) a plus.

Responsibilities

Monitor and manage daily ticket queues, ensuring timely resolution and adherence to SLAs.
Assign and balance workload across agents based on volume and skillset.
Handle customer escalations and ensure proper documentation and follow-up.
Conduct weekly 1:1s and QA reviews with agents.
Support onboarding and training of new hires.
Identify knowledge gaps and coordinate with Sr. Manager to implement targeted training.
Enforce standards for ticket field completion, communication quality, and resolution accuracy.
Collaborate with Sr. Manager to refine escalation protocols and knowledge base content.
Participate in weekly performance huddles and contribute to KPI reviews.
Surface recurring product issues to Product and Engineering teams.
Partner with Workforce Management (WFM) to align staffing with forecasted volume.
Support implementation of recognition and performance incentive programs.