Technical Support Team Lead chez StarRez

About StarRez 

StarRez is the global market leader in student housing software and residential community management.  Our cloud software solutions serve 1,300 institutions, in 25 countries, with over 3 million beds.  With a customer satisfaction score of 99%, many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform their student residential experience.  Along with the recent combination of Adirondack Solutions, Seattle Technology Group, RMS, and CollegePads, this growing scale enables even greater opportunities to expand community value through our product capabilities and services.  We provide opportunities for students and residents to thrive!

About the Role

The Support Team Lead is responsible for coordinating the day to day work of the Support team in providing a superior customer experience. This role requires demonstrated technical proficiency but is highly focused on people management. The incumbent guides, coaches, and trains a team of Supporters achieving successful results through team results. The Team Lead - Support also provides customer assistance, high level problem solving, technical trouble shooting across multiple systems, and handles escalations as appropriate. They are also expected to contribute to the creation of a sustainable innovation culture within StarRez by implementing creative approaches to solve business problems.

Requirements

Team Management

• Lead, coach, and develop a team of Support Specialists to ensure high-quality, timely resolution of customer inquiries.
• Allocate and monitor support tickets, ensuring accurate tracking in Zendesk.
• Promote customer self-service via StarCare Online and the Knowledge Base.
• Ensure proper escalation processes are followed and keep management informed.
• Monitor team performance, prepare regular reports, and complete quarterly reviews.
• Provide feedback and maintain accurate leave and goal-tracking records.
• Create an inclusive, innovative, and open communication culture.

Customer Satisfaction

• Ensure customers receive superior technical support with a confident, positive approach across phone, email, and chat.
• Handle escalated calls and provide high-level troubleshooting across multiple systems.
• Track and report customer satisfaction KPIs (e.g., NPS, CSAT).
• Conduct call evaluations and deliver coaching to improve service quality.

Training & Development

• Identify training needs for new and existing support staff.
• Deliver training on product knowledge, product changes, and seasonal readiness (e.g., Portal Season).
• Support skill progression and professional development for tenured team members.

Communications

• Actively align team activities with company goals and initiatives.
• Maintain clear, regular communication with team members and the Support management team.

Required Qualifications

Skills & Competencies

• Strong technical proficiency; ideally in SQL
• Proficiency with Microsoft Office Suite and support tools (e.g., JIRA, Zendesk).
• Excellent written and verbal communication skills.
• Ability to coach, mentor, and provide constructive feedback.
• Strong troubleshooting, problem-solving, and judgment skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Calm, confident handling of customer interactions across channels.
• Confidentiality in handling business and employee information.
• Ability to present ideas internally and externally (e.g., annual conferences).

Knowledge & Experience

• 3–5 years’ experience in customer support functions.
• At least 6–12 months of leadership experience

Values & Attitudes

• Outcome-focused with strong ownership of work.
• Process-driven and structured.
• Proactive, adaptable, and willing to learn.
• Positive, team-oriented, and approachable.
• Committed to deadlines and delivering results.

Preferred Qualifications

• Bachelor’s degree in IT, business, or related field (preferred but not required).
• Experience collaborating with higher education institutions.
• Strong conflict resolution and relationship-building skills.
• Hands-on experience with:
• Database-driven applications and modern web technologies (Payment Gateways, ETL/Data Management, SSO, Relational Databases).
• Industry certifications (Microsoft, ITIL, AWS, or equivalent).
• Experience working with international teams and clients.

Reasons to join our Team:

StarRez is not just a workplace—it’s a place to belong, build, and grow.   

• A Culture That Lasts: Many of our team members have been with us for 20+ years—a testament to our people-first philosophy.   

• Global Impact, Local Ownership: Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up.   

• Long-Term Vision: We’re not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive.   

• Innovation with Stability: Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership.   

• Z-Factor: We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives.   

Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you!