Technical Support Team Lead

Description

Our pack is on the hunt, seeking a brave Technical Support Team Lead to play support main in our legendary IT department.

As a Technical Support Team Lead, you will be responsible for managing a team of technical support specialists who provide technical assistance and troubleshooting to our global customers. In this role, you’ll oversee the quality and efficiency of support services, ensure customer satisfaction, and collaborate with other teams to drive product and process improvements.

Do you have what it takes to join our quest? Apply and find out.

Responsibilities

In this role, you will:

• Supervise, coach, and evaluate the technical support team's performance and productivity, providing feedback and guidance.
• Handle escalated customer issues and complaints, resolving them in a timely and professional manner.
• Establish and maintain best practices and procedures for technical support and customer service.
• Analyze customer feedback and support data, identifying areas for improvement and innovation.
• Coordinate with other teams to communicate customer needs and ensure alignment of goals.
• Provide comprehensive support to users across all channels, including Discord, Reddit, and other platforms.
• Lead the IT team, ensuring timely and effective technical support to employees across multiple regions and time zones.
• Oversee the Overwolf armory, ensuring armors and blades stay sharp and true.

Requirements

• 3+ years of experience managing a global team.
• 5+ years of experience in a technical support or customer service leadership role within the SaaS or technology industry.
• A strong passion for video games on both PC and console.
• Proven track record of leading and motivating high-performing teams.
• Excellent communication, interpersonal, and leadership skills.
• Strong technical skills and knowledge of video streaming, encoding, delivery, and troubleshooting.
• Ability to work under pressure, multitask, and prioritize tasks and deadlines.
• Proficiency in medieval weapon maintenance and/or blade enchantment.  

Bonus Points:

• Experience in the gaming industry.
• Successfully participated in the defense of a castle against relentless hordes of orcs.