Team Lead, Technical Support

Who we are:

For over 25 years Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving surveillance eDiscovery and analytics solutions. We securely capture and preserve the communications data of the worlds most highly regulated firms giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. Its a place where you can genuinely make an impact and be recognized for it.

We believe great businesses thrive on diversity inclusion and the contributions of all employees. To that end we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other completely free of barriers.

Your role:

As a valued member of our Technical Support Team you will lead a team of technicians who support our Global Relay products. Excelling at this role means providing seamless support experiences by leading a support team to ensure services are running correctly and smoothly. This role requires independent and team-based analyses initiative good judgment communication and problem solving while working with little supervision.

The Technical Support Team Lead is responsible for overseeing the operation of all team duties. They ensure cases are managed and resolved as efficiently as possible while maintaining a high level of accuracy. The role will be focused on day-to-day management of support cases as well as overseeing the operation of a technical support team to ensure a high success rate. The role will also have a strong focus on the development of Support personnel and best practices as part of the larger support organization worldwide.

Your responsibilities:

• Oversee day-to-day operations requests and workflow queues to ensure all cases and inquiries are assigned and responded to properly and efficiently
• Identify establish and manage process improvements to enhance customer support with a strong focus on efficiency
• Set team objectives conduct regular 1:1 check-ins and goal setting through ongoing feedback and coaching
• Act as an escalation point for complex customer issues and support the team with resolving them
• Build relationships and collaborate with other teams to ensure customers receive exceptional support
• Review knowledgebase content from the team and provide feedback and direction
• Identify the skills needed to strengthen the team develop coach and mentor existing staff
• Resources Planning managing shifts on-call rotations and holiday coverage.
• Recruitment and onboarding of new staff
• Organizing team building events

About you:

• 3 years proven leadership experience
• 5 years experience in customer-facing role
• 3 years in SaaS implementations or equivalent experience
• Project coordination and management experience
• Exceptional attention to detail and multi-tasking with the ability to learn and adapt in a fast-paced and ever-changing environment
• Strong communication skills both verbal and written
• Possess a foundational knowledge of the setup and components of various mail servers such as Google Apps Microsoft 365 MS Exchange Notes Sendmail Exim and Postfix
• Technical Customer Service or customer call center experience particularly in a leadership capacity
• Experience with Salesforce Service Cloud Jira and Confluence specifically within a high-volume customer support environment
• Detail-oriented system-driven technical mindset with a passion for operational excellence
• A growth-oriented leader who can think strategically and execute successfully
• Strong knowledge of MS Office Suite
• Soft skills: Curious empathetic teamwork-oriented clear communication humble proactive passionate and innovative

What you can expect:

At Global Relay theres no ceiling to what you can achieve. Its the land of opportunity for the energetic the intelligent the driven. Youll receive the mentoring coaching and support you need to reach your career goals. Youll be part of a culture that breeds creativity and rewards perseverance and hard work. And youll be working alongside smart talented individuals from diverse backgrounds with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity equity and inclusion.

We seek to ensure reasonable adjustments accommodations and personal time are tailored to meet the unique needs of every individual.

To learn more about our business culture and community involvement visit .