Customer Service Technical Lead - Remote

Overview

We are seeking a dedicated and skilled Customer Service Technical Lead to join our team. This role combines technical support, administrative assistance, and staff management to ensure efficient and seamless call center operations.

In Short

• Provide first-line technical support to call center agents.
• Oversee the administration of cloud-based call center software.
• Collaborate with the development team for technical solutions.
• Support monitoring activity across various platforms.
• Liaison between service product and analytical teams.
• Manage staff schedules and training.
• Troubleshoot technical issues and suggest improvements.
• Implement out-of-office messages and manage communication tools.

Requirements

• 3-5 years of experience managing a customer support team.
• Experience in healthcare and technology sectors.
• Strong leadership and interpersonal skills.
• Proven experience in technical support.
• Experience with IVR systems.
• Familiarity with JustCall, Twilio, Intercom, Mixpanel, and Calendly.
• Excellent communication and conflict resolution skills.
• Reliable high-speed Wi-Fi and a personal laptop.
• Availability weekdays between 8 AM to 4 PM ET/CT/PT.

Benefits

• Flexible hours, work wherever you choose.
• Unlimited PTO.
• Non-working holidays per country of residence.
• Referral bonuses.
• Financial support for online courses.
• Fun and casual work environment.
• Employee engagement activities and virtual gatherings.
• Diverse, global team.