Team Lead Technical Support

The Tech Support Team Lead is a hands-on leader who supports and develops a technical support team ensuring customers receive best-in-class service while contributing directly to case resolution. This role combines individual contribution with team leadership balancing frontline ticket handling escalations and coaching to drive performance and customer satisfaction.

The Team Lead fosters a culture of ownership accountability and continuous improvement within the support function helping ensure consistent high-quality customer experiences across all support tiers.

Key Responsibilities;

Leadership & Coaching

• Act as a player/coach actively handling support cases while guiding the daily work of the team.

• Coach mentor and develop team members to improve technical expertise and customer communication skills.

• Conduct regular 1:1s and team huddles focused on performance development and engagement.

• Foster a culture of collaboration continuous learning and accountability.

• Lead by example in demonstrating EROADs values and commitment to customer success.

Customer & Operational Excellence

• Deliver an exceptional customer support experience through responsiveness empathy and technical accuracy.

• Handle escalated or complex customer cases and ensure proper root-cause resolution.

• Drive first-call resolution and ensure tickets are resolved within SLA targets.

• Partner with Product Engineering and Technical Account Management teams to address recurring issues and improve service delivery.

• Identify process gaps and recommend or implement improvements that enhance customer experience and team efficiency.

Performance & Process Management

• Monitor and report on key performance metrics including SLA compliance CSAT case resolution times and quality scores.

• Ensure support documentation FAQs and internal knowledge bases remain current and accurate.

• Contribute to cross-functional initiatives that improve customer outcomes and reduce case volume through proactive support.

• Support onboarding and training of new agents.

• Encourage innovation and adoption of tools and processes that streamline operations.

Competencies Skills and Experience

• 3 years in technical support or customer operations within a SaaS and hardware environment.

• Prior experience as a senior agent shift lead or team lead preferred.

• Proven ability to balance individual workload with team leadership responsibilities.

• Strong understanding of call and case management best practices.

• Technical aptitude in troubleshooting software hardware and network issues.

• Familiarity with APIs integrations or connected device environments is a plus.

• Exceptional communication and problem-solving skills.

• Experience in Agile or continuous improvement environments desirable.

• Strong organizational and time management skills; able to thrive under pressure.

• Confident in managing customer escalations and resolving conflict constructively.

Why youll love working at EROAD:

EROAD is a true success story in the tech sector! Publicly listed since 2012 we are represented on the NZX and ASX and continue to grow rapidly across NZ Australia and the USA.

At EROAD we value diversity and are a multicultural company with employees from all over the world. We are committed to investing in our people demonstrated through our funded medical insurance plans recognition programs EAP offerings and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives.

Join EROAD and be part of an organisation in growth mode. Your skills and expertise will make a significant impact. We are going places and we would love you to join us. We cant wait to hear from you!!