Technical Support Team Leader - Hotel SaaS - Remote

Overview

As a Technical Support Team Leader at SHR, you will lead a team of Technical Support Engineers, ensuring exceptional customer satisfaction and operational excellence in providing innovative B2B SaaS solutions for the hospitality industry.

In Short

• Lead a team of 6–8 Technical Support Engineers.
• Ensure exceptional customer experiences during project implementation and troubleshooting.
• Monitor team performance and provide actionable feedback.
• Collaborate cross-functionally to drive team success.
• Document technical processes and improve support workflows.
• Conduct regular coaching sessions for team development.
• Handle escalated customer cases and mentor team members.
• Support after-hours technical escalations as needed.
• Advocate for product improvements based on customer feedback.
• Manage daily team logistics and resource allocation.

Requirements

• 3–5 years of team leadership experience in technical support.
• Experience in performance management and coaching.
• Advanced technical support experience with customer-facing responsibilities.
• Proficiency in Microsoft Office and CRM systems.
• Experience with Salesforce administration.
• Ability to create and maintain technical documentation.
• Flexibility to support after-hours escalations.

Benefits

• 22 days paid time off.
• 11 company paid holidays.
• Medical, dental & vision insurance.
• 401(k) with 5% company match.
• Short-term and long-term disability insurance.
• Parental leave for birthing and non-birthing parents.
• Flexible work environment.