Technical Support Lead

If you are passionate about technology and providing exceptional customer service, we would love to hear from you

Job Title: Technical Support Lead

Location: San Francisco, California, United States

Position Type: Full-time

Salary: $171000 - $224000

About the Company: Lobox is a rapidly growing technology company that provides innovative solutions to businesses of all sizes. Our mission is to help our clients achieve success through the use of cutting-edge technology. We are looking for a highly motivated and skilled Technical Support Lead to join our team and help us continue our growth.

Position Summary: As the Technical Support Lead, you will be responsible for managing our technical support team and ensuring the highest level of customer satisfaction. You will oversee the day-to-day operations of the team, provide technical guidance and support, and act as a point of escalation for any complex issues. You will also work closely with other teams within the company to improve processes and products based on customer feedback.

Key Responsibilities:

• Manage and mentor a team of technical support specialists, providing guidance and support to ensure high-quality service delivery
• Monitor team performance and implement strategies to increase productivity and efficiency
• Act as a point of contact for escalated customer issues, providing timely and effective resolution
• Collaborate with other teams within the company to improve processes and products based on customer feedback
• Develop and maintain documentation and knowledge base articles for common issues and solutions
• Conduct regular team meetings and training sessions to ensure team members are up-to-date on product knowledge and support processes
• Stay current with industry trends and technologies to provide innovative solutions and improve overall customer experience
• Handle customer escalations and work with cross-functional teams to resolve complex technical issues
• Participate in the hiring and onboarding process for new team members
• Monitor and report on key performance indicators, such as customer satisfaction and response times, to identify areas for improvement

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field
• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership role
• Proven experience in managing and developing a team
• In-depth knowledge of technical support processes and best practices
• Excellent communication and interpersonal skills
• Strong problem-solving and critical thinking abilities
• Ability to work well under pressure and handle multiple priorities
• Experience with customer relationship management (CRM) systems
• Familiarity with software development life cycle (SDLC) and agile methodologies
• ITIL certification is a plus

Why Lobox?

• Competitive salary and benefits package
• Opportunities for growth and career development
• Dynamic and collaborative work environment
• Cutting-edge technology and innovative products
• Employee wellness programs and social events
• Supportive and inclusive company culture

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply now to join our team as a Technical Support Lead and be a part of our exciting journey towards success.