Remote Technical Support Team Lead

Summary

emerchantpay is seeking an experienced Team Lead for their Technical Support team. The candidate should have strong leadership skills, technical knowledge, and excellent communication skills. They will oversee day-to-day operations, mentor the team, manage escalations, improve performance metrics, and ensure customer satisfaction. Benefits include professional development opportunities, team buildings, 25 days paid holiday, a remote work environment, and a benefits platform.

Requirements

• 10+ years total experience; at least 2-3 years of experience in a similar team management role with strong technical focus
• Strong leadership skills, with advanced organizational and interpersonal abilities
• Excellent technical, troubleshooting, and problem-solving skills
• Decent understanding of HTML, CSS, Javascript, PHP, XML, etc
• Decent knowledge in networking and protocols – e.g. HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc
• Appropriate IT-related degree or relevant experience (candidates coming from system administration, devops, QA, or development background also welcome)
• Able to communicate technical information clearly to others
• Research skills and ability to gather information to support technical decisions
• Willingness to build professional relationships with staff and customers
• Strong technical writing and documentation skills
• Detail-oriented, with high standards for deliverables
• Fluent English, both written and verbal
• An enthusiastic, hard-working, motivated person with excellent communication skills and a sense of humor
• Experience with public clouds – AWS (preferred), GCP, Azure, etc
• Experience with monitoring tools

Responsibilities

• Oversees the day-to-day operations of their Technical Support team
• Leads and mentors the Technical Support team, performing regular staff reviews, communicating and adhering to new procedures, policies and goals
• Provides direct supervision of senior technical support engineers in the team
• Is the point of contact when it comes to technical escalations
• Tracks and improves team performance metrics, workflows, and SLAs
• Monitors the ticket system queues and assists with daily goals; conducts quality control to reduce errors
• Establishes, recommends, and implements policies to ensure quality and efficiency in providing customer-oriented services
• Works effectively with other teams implementing strategies to increase profitability, productivity, and overall improved customer experience
• Ensures that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Implements any necessary preventive measures to reduce mistakes and issues
• Reviews Technical Support related processes and documentation for continuous improvement
• Works independently, and generally with minimal supervision

Preferred Qualifications

• Experience with ticketing systems (Zendesk preferred)
• Experience with Linux
• Previous experience in the payment industry

Benefits

• Fast-growing payment company
• Excellent working conditions, casual atmosphere, and state-of-the-art hardware
• Modern, challenging, constantly growing business
• Professional development - books, trainings, certifications, etc
• Team buildings and fun activities
• 25 days paid holiday, 1 day for every 2 years with us
• Fully distributed and remote
• Benefits platform containing many benefits to choose from