Technical Support Team Lead

As a Technical Support Team Lead at Sendcloud, you’ll primarily manage and lead a team of Technical Support Specialists. Your responsibilities will include overseeing day-to-day operations, ensuring effective communication between user-facing teams and engineering, managing technical escalations, and implementing process improvements for better quality assurance. You'll also create valuable support materials and provide feedback to the team based on customer insights.

To be a successful Technical Support Team Lead at Sendcloud, candidates should have experience leading a team in a software company, as well as a background in Technical Support or Software Engineering. Strong English communication skills, a customer-oriented mindset, and at least basic knowledge in programming languages like Python or PHP are required. Familiarity with e-commerce content management systems such as Magento, Prestashop, or WooCommerce is a plus!

At Sendcloud, we value continuous learning and professional growth. As a Technical Support Team Lead, you’ll have access to a study budget of €2000 per year, allowing you to enhance your skills and knowledge. Additionally, you’ll be part of a dynamic environment that encourages sharing experiences and learning from peers, ensuring that you continue to grow and excel in your role.

The work environment at Sendcloud is internationally oriented and prides itself on being a certified Great Place to Work. We promote a culture of openness, honesty, and collaboration. You’ll experience a hybrid working model, with opportunities to connect with passionate colleagues while enjoying a fun, high-performing atmosphere that celebrates both personal achievements and team successes.

Along with a competitive salary of €4000 - €5000 gross per month, Sendcloud offers a variety of benefits to its Technical Support Team Leads, including a pension scheme, gym access, discounted health insurance, and an attractive 4-week sabbatical after three years of service. These perks, coupled with our commitment to your growth, make Sendcloud a fantastic place to thrive.

To effectively prioritize tasks, I utilize a combination of urgency and impact assessment. I start by evaluating the customer needs and team inquiries, categorizing them into high, medium, and low priority. This method ensures that immediate customer escalations are handled promptly while also addressing long-term project improvements. I also involve the team in discussions to ensure that everyone is aligned on priorities.

In one instance, our team faced a sudden spike in technical escalations due to a product release bug. As a leader, I organized an immediate review with my team to prioritize the most impactful issues. We collaborated closely with the engineering department, communicated transparently with affected teams, and implemented a temporary workaround. This proactive approach not only resolved the issues quickly but also strengthened our interdepartmental collaboration.

To ensure quality assurance in my team, I establish a clear process for monitoring and evaluating technical support interactions. This includes implementing regular reviews of escalated cases, providing constructive feedback, and organizing training sessions to address common challenges. Additionally, I encourage team members to share knowledge and experiences to create a culture of continuous improvement.

Motivation strategies I employ include recognizing and celebrating team successes, providing opportunities for professional development, and maintaining open communication. I believe that fostering an engaging and supportive environment allows team members to feel valued, thus driving them to excel. Regular check-ins and feedback ensure that everyone is supported in their growth journey.

When conflicts arise between technical and customer-facing teams, I prioritize open communication as a resolution strategy. I facilitate meetings to understand each team's perspective, ensuring that both sides feel heard. By focusing on common goals and creating collaborative solutions, I help bridge any gaps and foster a healthy working relationship that enhances our customer support.

In my previous roles, I often worked with API integrations, understanding both the technical aspects and how they impact user experience. I have experience testing APIs, troubleshooting issues, and communicating technical details to non-technical teams. This background allows me to support my team effectively when they encounter integration-related escalations.

I typically rely on ticketing systems like Jira or Zendesk to track technical support issues. These tools provide visibility on open cases, facilitate communication among team members, and help prioritize tasks effectively. Additionally, I find that leveraging analytics within these systems allows me to identify trends and areas for improvement in our support processes.

Training new members is crucial for maintaining our support quality. My approach involves a structured onboarding process that includes both theoretical training and practical experiences. New hires shadow experienced team members, participate in role-playing scenarios, and review documentation. I encourage open questions and provide continuous feedback to help them acclimate and gain confidence quickly.

I have extensive experience working with various web servers and databases, including managing configurations and troubleshooting issues. My familiarity with technologies such as Apache, MySQL, and Nginx allows me to support my team when they face technical challenges related to server performance or database queries. I can often pinpoint the root cause and assist in escalating the issues when necessary.

Key skills for a successful Technical Support Team Lead include strong communication abilities, problem-solving skills, technical expertise, and the ability to manage teams effectively. Being customer-focused and having the capability to explain complex technical concepts in easy-to-understand terms is also crucial. Furthermore, a proactive mindset helps in anticipating issues and implementing improvements.