Technical Support Team Lead

Summary

Join Mogli Technologies as a highly motivated Technical Support Team Lead, reporting to the Technical Support Manager. You will be the primary point of escalation for the Technical Support team, providing guidance on complex technical issues related to our Salesforce-based application for SMS and WhatsApp communications. This role requires strong web-based technology understanding, exceptional client service skills, and excellent communication abilities. You will mentor team members, optimize product escalation processes, and manage complex client escalations. The position offers a competitive salary, flexible work hours, and comprehensive benefits, including full medical, vision, and dental insurance, a 401k matching plan, and flexible time off. The role is remote within the United States.

Requirements

• 2-4 years of experience in technical support or customer-facing technical roles, with a track record of resolving complex technical issues
• Individuals must be able to work well with company leaders and employees and to recognize and implement superior customer service to clients proactively
• Deep experience with Salesforce is required
• Strong analytical and problem-solving skills
• An ability to be a self-starter, take independent initiative, and work on multiple projects simultaneously

Responsibilities

• Lead daily Case Support Hours, providing technical guidance and mentorship to the Support team
• Partner with Technical Support Manager to optimize product escalation processes and maintain effective resolution workflows
• Manage complex technical escalations from initial assessment through resolution, ensuring clear communication and documentation throughout
• Develop and deliver product training sessions for team members, focusing on new features, workarounds, and best practices
• Drive continuous improvement of internal product documentation and User Guide materials
• Provide real-time technical guidance to team members through various communication channels (Slack, Google Meet, etc.)
• Serve as a technical escalation point and backup for critical client issues
• Advance technical expertise through continuous learning, including educational workshops and professional development in the Salesforce ecosystem
• Provide technical leadership in client interactions, collaborating with the various Client Success teams to resolve complex issues
• Manage escalated client cases, high-priority cases, and troubleshooting cases, ensuring thorough documentation and timely resolution
• Provide technical support coverage during team absences to maintain service continuity when necessary
• Assist technical support manager and Account Manager team with strategic client relationships requiring senior technical oversight
• Coordinate internal Salesforce needs with the Technical Support Manager and the Director of CS, including, but not limited to, tracking recommendations and updates for internal Case and Escalation system updates and requests
• Assist with initial & ongoing onboarding/training for the Technical Support team
• Support one-off projects as needed (process documentation, new config guides, etc.)
• Maintain and evolve internal Technical Support documentation, including, but not limited to configuration documentation, messaging partner documentation, and internal processes

Preferred Qualifications

Foreign language fluency and/or nonprofit and international development experience is a bonus, but not required

Benefits

• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
• Support for professional development, including professional certification
• Matching 401k plan
• Employee Assistance Plan, AD&D, etc
• Flexible Time Off Policy
• 9 US Federal Holidays and 6 paid sick days
• Work from Anywhere in the United States