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Technical Support Team Lead
Job Description
Our client, a global leader recognized for innovation and exceptional customer experience, is seeking an Technical Support Team Lead. This is a hands-on leadership role that combines team management, technical troubleshooting, and process improvement. The ideal candidate will be a system super user with strong experience in inventory-based businesses and after-sales service.
Key Responsibilities
- Lead, coach, and develop a global team of customer service and technical support representatives.
- Actively participate in front-line support, including managing escalations and troubleshooting technical issues.
- Coordinate global schedules and workflows to ensure consistent support coverage across multiple time zones.
- Provide support to global B2B clients and end users on inquiries, product questions, and service issues.
- Oversee daily service operations and ensure alignment with SLAs and business priorities.
- Monitor and analyze key performance metrics (response time, resolution rate, CSAT, SLA compliance).
- Develop and maintain SOPs, troubleshooting guides, and training materials.
- Serve as a super user for Microsoft Dynamics CE and Navision (Business Central), providing first-line and advanced support.
- Collaborate with IT and system administrators to diagnose system bugs or process gaps and recommend solutions.
Requirements
- 5+ years of experience in customer service and technical support leadership roles.
- Strong technical knowledge of Microsoft Dynamics CE and Navision (Business Central).
- Proven experience managing global teams and working across multiple time zones.
- Background in inventory-based businesses (B2B preferred; B2C acceptable).
- Experience in after-sales and service environments.
- Excellent communication, problem-solving, and leadership skills.
- Ability to remain calm under pressure and take ownership of escalations.
- Must have a valid passport and be available for occasional international travel.
- Eligible to work in the United States (no visa sponsorship available).
Additional Details
- Onsite role in Irvine, CA.
- Training: First two weeks in Australia.
- Reports to Peter (COO) based in Australia.
- Approximately 70% transactional activities, 30% leadership duties.
- Must be comfortable handling customer calls and team escalation calls.
- Candidates unable to travel internationally will not be considered.
Key Competencies
- Motivates & Engages Others
- Takes Action
- Explains Ideas & Issues Effectively
- Gathers Information for Effective Decision-Making
- Change Management
- Customer Focus
- Resource Management
Compensation & Benefits
- Base salary: $80,000 – $95,000 (depending on experience).
- Comprehensive benefits: medical/dental/vision/life/LTD (company pays 75% of premium), 401(k).
- Opportunities for professional development and growth.
Candidates must be eligible to work in the United States. Only candidates selected to move forward in the hiring process will be contacted.
Meet Your Recruiter
Tania McMahon
Senior Recruitment Consultant & Head of Coaching
Marketing & Information Technology (IT)
Tania is a seasoned leader with over 16 years of experience in recruitment, hospitality, events and marketing. Specializing in the placement of marketing and information technology professionals across Canada, she brings a wealth of expertise derived from her multifaceted career.
With a comprehensive understanding of both union and non-unionized environments, Tania has demonstrated a remarkable ability to identify, hire, train and retain highly successful teams across various sectors. A confident and articulate communicator, she excels at building and maintaining strong relationships with clients, stakeholders and colleagues. This collaborative approach, combined with her ability to orchestrate strategic solutions and her passion for nurturing talent, underscore her status as a leader in the recruitment industry.
Tania is an accredited success and mindset coach and has completed an accelerated MBA with a marketing focus. She is a fundraising event expert for local children’s charities and hospitals, and a proud mom of two sons who are making their mark on the world. In her spare time, she is often found travelling, kayaking or exploring the outdoors with her puppy.