Technical Support Team Lead

Lead a High-Performing Technical Support Team
We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America.
This role is ideal for someone who enjoys developing people, improving processes, and creating an environment where quality, accountability, and customer service excellence can thrive.
As a Team Lead, you will play a key role in driving team performance, supporting day-to-day operations, coaching team members, and ensuring customers receive timely and effective technical support.
We're looking for someone who leads by example, communicates clearly, remains calm under pressure, and has a proven track record of reliability and leadership.

What You'll Be Doing
Lead, coach, and support a team of remote Technical Support Agents
Monitor team performance and productivity metrics
Conduct regular coaching and feedback sessions
Assist agents with escalated customer issues and technical challenges
Ensure adherence to established support processes and documentation standards
Review ticket quality and documentation accuracy
Support onboarding and training of new team members
Identify performance trends and opportunities for improvement
Collaborate with management to achieve operational goals
Promote a culture of accountability, professionalism, and continuous improvement
Serve as a point of escalation for complex customer situations
Help maintain service levels and customer satisfaction standards

Compensation & Contract
USD $6.50 per hour
Paid weekly
Independent Contractor

Remote Work Environment Requirements
To be successful in this role, candidates must have:
A dedicated, professional workspace free from distractions
Reliable high-speed, wired internet connection
Ability to work independently without direct supervision
Consistent availability during scheduled working hours

Technical Requirements (Essential)
To be considered, candidates must meet all technical requirements below:
Windows 11 PC (Mac devices are not supported)
Minimum 16 GB RAM
Dual monitor setup
Webcam
Fibre internet connection with a wired Ethernet connection
Backup power solution
Microsoft Teams and Office 365
Applications that do not meet the minimum technical requirements may not move forward in the process.

What Success Looks Like
In this role, success is measured not only by your own performance but by the success of your team.
You will thrive if you can:
Build a reliable and accountable team culture
Improve team performance through coaching and support
Maintain high standards of quality and documentation
Resolve challenges proactively
Communicate effectively with both leadership and frontline staff
Create a positive and productive remote work environment

Hiring Process
To ensure a fair and consistent evaluation process, all applicants must complete each stage of the hiring process:
Application Form
Prescreen Questionnaire
Typing Assessment
Video Interview
Live interview
Final Interview

Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for this position.

Requirements

What We're Looking For
Previous experience leading or supervising a customer support, help desk, or technical support team
Strong technical troubleshooting background
Demonstrated experience coaching and developing team members
Strong communication and conflict-resolution skills
Experience in monitoring performance metrics and service levels
Excellent attention to detail and documentation standards
Strong organizational and time management skills
Ability to manage competing priorities in a fast-paced environment
Proven reliability and stable employment history
Ability to work independently in a fully remote environment

The Ideal Candidate
The successful candidate will be someone who:
Leads with professionalism and accountability
Builds trust and credibility with their team
Enjoys helping others succeed
Maintains high standards without micromanaging
Is comfortable making decisions and solving problems
Understands the importance of process adherence and documentation
Can balance operational performance with employee development