Team Lead, Technical Support

BigTime Software is seeking a Team Lead, Technical Support to join our team in the Phoenix, AZ area.

What We Offer:

• Competitive salary and a quarterly bonus
• Company pays 100% of benefits, including medical, dental, vision, disability and life insurance
• 401k with generous company match
• Paid Parental Leave
• Generous time off and paid company holidays - 35 days off the first full year of employment
• Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)
• Fresh fruit, snacks, cold brew coffee/tea, soda and La Croix
• Great, convenient downtown / loop location - Flexible work environment with remote opportunities
• Parental leave support with Parently
• Hybrid work schedule - Most teams in office 2 times a week
• Company provided latest technology & software tools

What You’ll Be Doing - Team Lead, Technical Support

We are looking to add a Team Lead, Technical Support to our growing team. You will lead a team of about 8 technical support professionals and work closely with customers that are having technical issues.

Our ideal candidate has experience working in a SaSS environment and has previous management/leadership experience. If you enjoy leading a team and working with customers on technical issues, we’d love to hear from you!

Who You Are:

• 4+ years of Technical Support or equivalent experience in a SaaS service environment
• Previous Leadership or management experience is preferred but not required
• Ability to work with customers to prioritize and document challenges and communicate expectations back to customers. Ability to ask leading questions to identify the root of a problem
• Skilled in communicating system requests/issues/improvements/enhancements to our cross-functional team(s) and following through with our customers on resolutions
• Proven experience in managing a service and support focused team culture
• Ability to mentor and help coach others both technically and personally
• Experience using systems such as Zendesk and/or Salesforce
• Proven work experience as a leader and taking initiative

Objectives of this Role:

• Must be willing and able to be in the Arizona office 2 times per week
• Create an inspiring team environment with an open communication culture
• Identify, define and set clear team goals as well as individual KPIs
• Delegate tasks and set deadlines
• Oversee day-to-day operation of a team of 8 individuals including monitoring team performance and reporting on metrics
• Must be able to mentor and motivate team members, including uncovering areas for improvement, discovering training needs and provide coaching
• Recognize high performance and reward accomplishments
• Suggest and organize team building activities
• Host 1:1s and team meetings
• Keep up to date with business processes and platform development
• Ensure training and development plans are maintained for all team members
• Report to the Senior Manager and support in regards to operational risks and areas for improvement
• Work with the management team to identify and deliver positive change and business efficiencies
• Escalate any appropriate problems to senior management

Who We Are
BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,300 firms worldwide and tracking over $4 billion in billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry. BigTime is a PE-backed company based in Chicago committed to helping clients run professional teams more efficiently, unlocking potential revenue and improving profitability.

If you love what you do, and want to work in a team environment that will challenge you to do your best, then check us out!

Applicants must be authorized to work in the U.S.