Technical Support Team Lead
- Panamá
- Permanente
- Tiempo completo
Type: Full-time
We are looking for a skilled and motivated Technical Support Team Lead to oversee and coordinate our Premium Technical Support Team. This is a key leadership role responsible for driving performance, managing day-to-day operations, and ensuring exceptional service delivery to our clients. If you thrive in a fast-paced, collaborative environment and are passionate about customer success, we want to hear from you.Why Join Us?Lead a large, diverse team and make a direct impact on customer satisfaction.Be part of a collaborative, inclusive, and growth-oriented culture.Enjoy career development opportunities and exposure to cutting-edge technologies.
ResponsibilitiesLead, mentor, and coach technical support agents to ensure timely, accurate, and customer-focused service.Manage daily operations, prioritizing and resolving support issues efficiently.Monitor team performance and service quality, ensuring adherence to Service Level Agreements (SLAs).Prepare and deliver regular reports (daily, weekly, monthly) on performance metrics, issue trends, and team productivity.Act as a point of escalation for complex or critical technical issues, coordinating resolutions with cross-functional teams.Foster a high-performing, collaborative team culture focused on continuous improvement and customer satisfaction.Maintain and enhance client relationships by ensuring high-quality support and communication.Promote compliance with internal policies, procedures, and industry standards.
Requirements5+ years of experience in team leadership or managerial roles within technical support or customer service.Demonstrated success in managing and motivating support teams, ideally in a fast-paced or high-volume environment.Strong interpersonal and communication skills, with the ability to lead by example and build strong team dynamics.Proficient in tracking KPIs, generating reports, and using data to drive decisions.Solid understanding of technical troubleshooting and escalation processes.Committed to excellence in service delivery and continuous improvement.Nice to HaveExperience with support tools such as Zendesk, ServiceNow, Jira, or similar platforms.Background in IT, telecommunications, or SaaS environments.Bilingual or multilingual communication skills.