Technical Support - Team Leader (ZR_23583_JOB)
Technical Support - Team Leader (ZR_23583_JOB)
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3-1years
USD 5 - 950
1 Vacancy
Job Description
This is a remote position.
Total Weekly Hours: 40 hours
Join a venture-backed startup that s redefining human computer interaction through AI-powered smart glasses. Built on an open-source model with a vibrant developer community this company is taking on industry giants in augmented reality and wearable AI.
Our client is looking for a Technical Support Lead to join as the first member of their support team. You ll learn the product set up support processes and define quality standards. Within 60 days you ll help hire and train two more agents and move into a team lead role.
This is a hands-on job that includes answering support tickets creating documentation checking quality scheduling and coaching. Youll be key in providing quick accurate and friendly support to users and developers.
Key Responsibilities
Month 1 Ramp-Up Phase
Handle all email and Discord support tickets to gain in-depth product knowledge
Develop SOPs macros and internal knowledge base documentation
Define KPIs (e.g. first response time CSAT backlog volume QA scores)
Month 2 Onward Team Leadership
Recruit interview and onboard two new agents in collaboration with BruntWork Recruiting
Lead daily stand-ups schedule shifts and manage real-time ticket queues
Conduct weekly QA audits provide coaching and run knowledge refresh sessions
Escalate bugs and feature requests to Engineering; track to resolution
Analyze connectivity firmware and Bluetooth logs and train the team on advanced troubleshooting
Report weekly on KPI trends customer churn drivers and process optimization initiatives
3 years of experience in technical customer support including at least 1 year in a team lead role
Experience supporting consumer electronics or IoT products
Proven ability to recruit train and lead remote support teams
Excellent written English able to translate complex logs into user-friendly solutions
Strong analytical skills and comfort working with data to drive decisions
Dependable home office setup with high-speed internet and a quiet environment
Availability to work Pacific hours including the Saturday shift
HMO coverage available in eligible locations
Permanent work-from-home setup
Immediate hiring
Steady freelance opportunity
3+ years of experience in technical customer support, including at least 1 year in a team lead role Experience supporting consumer electronics or IoT products Proven ability to recruit, train, and lead remote support teams Excellent written English able to translate complex logs into user-friendly solutions Strong analytical skills and comfort working with data to drive decisions Dependable home office setup with high-speed internet and a quiet environment Availability to work Pacific hours, including the Saturday shift
Education
N/A
Employment Type
Full Time
