Technical Support Team Lead

Summary

Join PartnerHero as a Team Lead Product Support Specialist and become a key escalation point for resolving complex technical and product-related issues. You will leverage your deep product knowledge and troubleshooting skills to support our members. This role involves collaborating with internal teams, documenting issues, communicating technical information clearly, identifying root causes of recurring problems, and improving the member experience. You will also manage escalations, contribute to process improvements, and train frontline agents. PartnerHero offers a remote, full-time position with competitive compensation and benefits, including a wellness program, attractive benefits package, paid sabbatical leave, and training opportunities.

Requirements

• 2–4 years of experience in a customer support or technical support operations role
• Atleast 1 year of Managing Teams
• Strong troubleshooting and problem-solving skills, ideally with experience supporting software or digital platforms
• Excellent written and verbal communication skills — able to explain complex topics in simple, member-friendly terms
• Experience using support tools (e.g., Zendesk, Jira, or similar)
• Detail-oriented with a strong ability to document and relay technical information accurately
• Empathy-driven mindset with a passion for helping others and improving the user experience
• Ability to thrive in a fast-paced, cross-functional environment and manage competing priorities

Responsibilities

• Troubleshoot bugs, data discrepancies, app crashes, login issues, and other tech-related concerns
• Collaborate with the internal Product and Technical Support team within MCA to reproduce, and document bugs and platform issues
• Help inform clear internal documentation for known issues, workarounds, and escalation workflows via Macros, Internal Knowledge Base articles and member-facing FAQ
• Communicate technical information to members in a clear, empathetic, and non-technical way
• Flag recurring issues or themes and partner with internal Product and Technical Support team to identify root causes and recommend product or process improvements
• Help inform training opportunities frontline agents on new product features, tools, and troubleshooting techniques
• Manage and respond to escalations from internal teams (e.g., frontline agents, QA, Client Success) within defined SLAs
• Contribute to continuous improvement efforts for internal workflows, member experience,and team efficiency

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development