Technical Support Team Lead

5 days ago

Atlanta, GA, United States Janus International Group Full time
Overview

The Technical Support Team Lead plays a critical role in supporting the Sr. Manager by overseeing daily operations of the frontline support team. This role ensures consistent delivery of high-quality technical support, drives agent performance, and fosters a culture of accountability and continuous improvement. The Team Lead will act as a bridge between agents and leadership, helping to implement strategic initiatives and elevate the customer experience.

Responsibilities

  • Monitor and manage daily ticket queues, ensuring timely resolution and adherence to SLAs.
  • Assign and balance workload across agents based on volume and skillset.
  • Handle customer escalations and ensure proper documentation and follow-up.
  • Conduct weekly 1:1s and QA reviews with agents.
  • Support onboarding and training of new hires.
  • Identify knowledge gaps and coordinate with Sr. Manager to implement targeted training.
  • Enforce standards for ticket field completion, communication quality, and resolution accuracy.
  • Collaborate with Sr. Manager to refine escalation protocols and knowledge base content.
  • Participate in weekly performance huddles and contribute to KPI reviews.
  • Surface recurring product issues to Product and Engineering teams.
  • Partner with Workforce Management (WFM) to align staffing with forecasted volume.
  • Support implementation of recognition and performance incentive programs.
Qualifications

JOB SPECIFICATIONS:
  • 3+ years in a technical support or customer service environment, with at least 1 year in a leadership or coaching role.
  • Strong understanding of support KPIs (CSAT, FCR, AHT, QA).
  • Experience with support platforms (e.g., Aircall, HubSpot, AWS).
  • Excellent communication and conflict resolution skills.
  • Technical aptitude with mobile platforms (iOS/Android) and basic networking/electrical concepts.
  • Bilingual (English/Spanish) a plus.
PHYSICAL DEMANDS:
  • Regularly required to sit, stand, and walk.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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