Job Description

Role Overview:

As a Software Support Team Lead, you will lead a high-performing support team dedicated to ensuring customer satisfaction and efficient resolution of technical challenges. This role combines technical expertise, leadership, and exceptional communication skills to manage and enhance the support process.

Key Responsibilities:

• Lead and manage the internal software support team, fostering growth and development.
• Evaluate team performance, ensuring end-user services are timely, accurate, and exceed expectations.
• Establish and implement best practices throughout the support process.
• Set and monitor specific end-user service standards.
• Identify areas for process improvement and implement solutions.
• Oversee daily, weekly, and monthly evaluations of team productivity.
• Act as an escalation point for complex customer issues and ensure timely resolution.

Qualifications:

• Bachelor's degree in Computer Science, IT, or a related field.
• Proven leadership experience, up to 4 years of experience managing a technical team in a software environment.
• Proven ability to coach, mentor, and motivate a team.
• Strong
• Strong coding skills in JavaScript, Node.js, and Angular.
• Exceptional customer service skills with a proactive problem-solving attitude.
• Highly organized with experience managing ticket queues and prioritizing tasks.
• Excellent written and verbal communication skills.
• Ability to perform effectively under pressure.
• Experience with DevOps.
• Knowledge of AWS.
• Chatbot development expertise.

Job Type: Full-time