contact center technical support team leader

As Technical Support Team Leader you will act as the first point of escalation for complex or sensitive technical cases, support team members through coaching and feedback, monitor key performance indicators and contributes to process improvements by sharing recurring customer and product feedback with the relevant internal teams.

The Technical Support Team Leader is responsible for the day-to-day coordination, guidance and performance monitoring of the Technical Support team. The role ensures that customer technical issues are handled efficiently, accurately and with a high level of customer care.

Responsibilities:

• Coordinate the daily operations of the Technical Support team, ensuring proper task allocation, smooth case handling and timely resolution of customer issues

• Support and guide team members through daily communication, coaching, feedback, knowledge sharing and follow-up on individual performance

• Act as the first escalation point for complex, urgent or sensitive technical customer cases, ensuring professional and effective resolution

• Monitor team KPIs and service quality, identifying performance gaps and proposing actions to improve customer experience and operational efficiency

• Contribute to continuous improvement, by identifying recurring issues, sharing product/customer feedback with internal stakeholders and supporting the implementation of new processes and best practices

• Customer orientated

• Very good  people management  and interpersonal skills

• Excellent organizational and leadership skills with a problem solving ability

• Positive and patient

• Willingness to change cultures and inspire people

• Adaptability to changing conditions, work priorities and organizational needs

Job Requirements: 

• Minimum 2 years of experience in an inbound/outbound Contact Center or Technical Support environment, ideally in a Team Leader, Senior Agent, SME or Escalation Specialist role

• Strong customer-oriented mindset, with focus on service quality, timely resolution and positive customer experience

• Good understanding of Contact Center KPIs, such as NPS/CSAT, First Time Fix, First Contact Resolution, Abandoned Call Rate, Repeat Contact Rate, AHT and SLA

• Strong people management, coaching and interpersonal skills, with the ability to guide, support and motivate team members

• Excellent organizational, planning and problem-solving skills, with the ability to prioritize tasks and handle escalated cases effectively

• Ability to collaborate with internal and external stakeholders, share customer/product feedback and support process improvements

• Adaptability to changing priorities, procedures and business needs

• Positive, patient and solution-oriented attitude, with willingness to promote teamwork and continuous improvement

What we offer:

•  💼 Competitive compensation & benefits package

• 💰 Performance-based bonus scheme

• 🧑‍⚕️ Comprehensive life & health insurance

• 🏡 Flexible hybrid working model – to support your work-life balance

• 🧡 Psychological support via a professional helpline for you and your family

• 🚀 Career growth opportunities in a role that evolves with you

• 🎉 Valuable experience in a well-known and fast-growing organization

• 📚 Continuous learning and upskilling through tailored programs

• 🏃🏽‍♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)

• 🚗 Alternative transportation with company shuttle buses to our offices

• 📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks