Team Lead, Technical Support

The Team Lead, Technical Support role is responsible for managing the Technical Support team, ensuring quality control, recruitment, and development of support technicians. The role involves project delivery, collaboration with other teams, and customer service excellence.

Requirements

• Minimum of 5 years of experience in SaaS Implementations or SaaS Technical Support
• Minimum of 5 years customer facing assistance roles
• A minimum of 1 year of previous training/instruction experience
• High level working knowledge of Global Relay systems (frontend and backend)
• Proven proficiency in personnel leadership and workflow assessment
• Demonstrated ability to coach staff and provide developmental feedback
• Very strong professional written and verbal communication skills
• Ability to write and speak English fluently, with strong editing skills
• Exceptional time-management, organizational, and prioritizing skills

Benefits

• Paid sick days
• Maternity/parental enhancement program
• Bonus
• RRSP contribution matching program
• Subsidized meal program