Technical Support Team Lead

Resolv.Global

6h•$7•Remote

About The Position

Lead a High-Performing Technical Support Team We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America. This role is ideal for someone who enjoys developing people, improving processes, and creating an environment where quality, accountability, and customer service excellence can thrive. As a Team Lead, you will play a key role in driving team performance, supporting day-to-day operations, coaching team members, and ensuring customers receive timely and effective technical support. We're looking for someone who leads by example, communicates clearly, remains calm under pressure, and has a proven track record of reliability and leadership.

Requirements

A dedicated, professional workspace free from distractions
Reliable high-speed, wired internet connection
Ability to work independently without direct supervision
Consistent availability during scheduled working hours
Windows 11 PC (Mac devices are not supported)
Minimum 16 GB RAM
Dual monitor setup
Webcam
Fibre internet connection with a wired Ethernet connection
Backup power solution
Microsoft Teams and Office 365
Previous experience leading or supervising a customer support, help desk, or technical support team
Strong technical troubleshooting background
Demonstrated experience coaching and developing team members
Strong communication and conflict-resolution skills
Experience in monitoring performance metrics and service levels
Excellent attention to detail and documentation standards
Strong organizational and time management skills
Ability to manage competing priorities in a fast-paced environment
Proven reliability and stable employment history
Ability to work independently in a fully remote environment
Strong written and verbal English communication skills

Nice To Haves

Leads with professionalism and accountability
Builds trust and credibility with their team
Enjoys helping others succeed
Maintains high standards without micromanaging
Is comfortable making decisions and solving problems
Understands the importance of process adherence and documentation
Can balance operational performance with employee development

Responsibilities

Lead, coach, and support a team of remote Technical Support Agents
Monitor team performance and productivity metrics
Conduct regular coaching and feedback sessions
Assist agents with escalated customer issues and technical challenges
Ensure adherence to established support processes and documentation standards
Review ticket quality and documentation accuracy
Support onboarding and training of new team members
Identify performance trends and opportunities for improvement
Collaborate with management to achieve operational goals
Promote a culture of accountability, professionalism, and continuous improvement
Serve as a point of escalation for complex customer situations
Help maintain service levels and customer satisfaction standards