Hours: Mon - Fri | afternoon and evening shifts (some weekend work when required)
Location: Skopje
Position Overview:
We are seeking a technically skilled (must have QA or similar) and experienced Technical Support Team Lead to manage and elevate our customer support team. This role will focus on refining technical support processes to ensure both service excellence and product quality. As a key bridge between customer support and development, you will be responsible for verifying product behaviour, identifying regressions, and troubleshooting complex technical issues.
Key Responsibilities:
- Lead and manage the Technical Support team to deliver exceptional service while ensuring the quality of technical support processes.
- Serve as the key liaison between the support team and development, ensuring seamless communication and effective resolution of technical issues.
- Continuously refine support processes to enhance service quality and drive improvements in product behaviour verification, regression identification, and complex issue troubleshooting.
- Drive improvements in key support metrics, including response times, resolution times, and customer satisfaction (CSAT), through optimised processes and a focus on quality.
- Proactively investigate and resolve technical issues, working closely with product and engineering teams to maintain high standards of product quality.
- Mentor and upskill the support team, emphasising continuous learning, technical knowledge sharing, and a commitment to quality.
- Provide feedback on innovative ways to improve both customer support processes and the overall quality of the product.
Measures of Success:
- Improved customer support metrics (response times, resolution times, CSAT).
- Increased team morale and engagement, with a focus on service excellence and technical competency.
- Successful identification and resolution of regressions and complex technical issues.
- Proactive technical issue resolution in collaboration with technical and product teams to ensure product quality.
- Successful upskilling and development of the support team in both technical and process areas.
- Continuous feedback and implementation of improvements in support processes and quality assurance practices.
Requirements:
- Demonstrable experience as a team lead in a customer support environment, with a focus on technical support.
- Proven ability to improve customer support processes and drive better outcomes in customer metrics.
- Strong background in QA or a similar technical field, with the ability to verify product behaviour and identify regressions.
- Excellent communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
- Experience implementing, changing, or improving tiered support processes.
- Ability to troubleshoot and resolve complex technical issues, working closely with development and product teams.
- A passion for continuous improvement in both technical support processes and product
Benefits we offer:
- Private medical insurance (after 6 months)
- Hybrid working model (2-3 days in our Skopje office preferred)
- Regular team meetups - dinners, outdoor activities and events
- Opportunity to travel
- Access to further learning & development courses