- Professional
- Escritório em Santa Clara
LeanData helps the world’s fastest-growing companies automate, simplify, and accelerate revenue.
We’re looking for a Team Lead, Technical Support to lead our Technical Support function, serving as a strong mentor to our team, driving operational excellence, and championing best practices that ensure every customer receives exceptional service with the LeanData platform.
In this role, you’ll oversee a high-performing team that acts as the frontline experts for our customers - helping them maximize value, resolve complex technical issues, and shape a best-in-class customer experience. You will play a critical part in fostering a culture of excellence, collaboration, and continuous improvement within both the support function and its operations
This is a hybrid position, with a requirement to be in our Santa Clara, CA office two days a week.
What You'll Be Doing:
Lead, mentor, and develop a globally distributed team of Level 1 and Level 2 Technical Support Specialists, fostering growth, accountability, and technical excellence.
Be a hands-on leader with escalations and complex technical issues, providing direct support when needed while modeling best practices for the team
Drive operational excellence by designing and optimizing processes, ensuring consistent adoption of best practices across support operations.
Measure and improve performance by monitoring key support metrics (e.g., time to first response, resolution time, CSAT), implementing corrective actions, and scaling workflows for efficiency.
Partner cross-functionally with Engineering, Product, and Customer Success teams to ensure customer issues are resolved quickly and to amplify the “voice of the customer”.
Oversee support platforms and operations, including Salesforce Service Cloud, ticket routing, and queue management, ensuring systems and tools enable efficiency and customer satisfaction.
Strengthen self-service channels by maintaining and evolving the Knowledge Base and Help Center, reducing case volume while empowering customers with quick solutions.
Champion continuous improvement by proactively identifying opportunities to streamline workflows, improve quality, and elevate the overall customer experience.
What You'll Need:
Minimum of 2 years of experience in a team lead or management role within a technical support team.
Minimum of 5 years of experience as a support agent in a SaaS environment.
Proven experience with Jira, Zendesk, and Salesforce administration. Salesforce Administrator Certification is preferred.
Excellent communication and leadership skills with the ability to manage a diverse, global team.
Bonus Points If You Have:
Proficiency in Javascript.
Experience with change management, particularly leading a team through a platform migration.
Experience working with a globally distributed Technical Support team.
Why Join LeanData:
LeanData covers up to 90% of employee insurance premiums
Stock options for all full-time employees
Flexible PTO
401(k) plan
