[Hiring] Technical Support Team Lead @Mogli

Location: Remote within the United States

Reports to: Technical Support Team Manager

Salary: $75,000-$85,000 plus bonus, commensurate with experience

Timeline: Accepting Internal and External Applications Until Position Filled

Schedule: Flexible work hours within a standard business day

We are seeking a highly motivated and experienced Technical Support Team Lead, reporting directly to the Technical Support Manager. In this role, you will work closely with our Technical Support team, serving as their primary point of escalation and providing guidance on complex technical issues. The ideal candidate possesses a strong understanding of web-based technologies, a passion for delivering exceptional client service, excellent communication skills, and a continuous learning mindset.

• Process-Oriented and Analytical: You excel at taking complex, sometimes puzzling, information and creating clear, coherent solutions. You are adept at identifying root causes and implementing effective processes for issue resolution.
• Exceptional Communication Skills: You possess excellent verbal and written communication skills, enabling you to clearly explain technical concepts to both technical and non-technical audiences. You are comfortable documenting solutions, creating knowledge base articles, and communicating effectively with clients and internal teams.
• Technical Proficiency: You have a strong understanding of web-based technologies like the Salesforce platform, mobile messaging platforms, and SQL/database concepts. You are comfortable troubleshooting technical issues, using diagnostic tools, and escalating complex problems to the Technical Support manager and product team when necessary.
• Problem-Solving and Troubleshooting Expertise: You are a natural problem solver with a passion for identifying and resolving technical challenges. You have a proven ability to analyze complex situations, develop effective solutions, and document the resolution process. You can prioritize and manage multiple complex issues simultaneously.
• Team Leadership and Mentorship: You have a passion for mentoring and guiding team members through complex technical challenges. You excel at providing technical guidance, fostering a collaborative environment, and promoting knowledge sharing across teams. You thrive in cross-functional collaboration and can effectively bridge technical and non-technical teams.
• Adaptability and Learning Agility: You are a quick learner and are comfortable adapting to new technologies and changing business needs. You are eager to expand your technical knowledge and stay up-to-date with industry best practices.
• Client Focus: You are dedicated to providing excellent client service and ensuring client satisfaction. You are empathetic to client needs and are committed to resolving their technical issues efficiently and effectively.
• Open and Honest Communication: You communicate with candor, openly sharing both successes and challenges. You are comfortable providing constructive feedback and escalating issues proactively.
• Organizational Skills and Attention to Detail: You possess excellent organizational skills and meticulous attention to detail, ensuring accurate documentation and efficient issue tracking.
• Team Player: You thrive in a team environment and are passionate about contributing to the overall success of the team and the company.

Product Support

• Lead daily Case Support Hours, providing technical guidance and mentorship to the Support team
• Partner with Technical Support Manager to optimize product escalation processes and maintain effective resolution workflows
• Manage complex technical escalations from initial assessment through resolution, ensuring clear communication and documentation throughout
• Develop and deliver product training sessions for team members, focusing on new features, workarounds, and best practices
• Drive continuous improvement of internal product documentation and User Guide materials
• Provide real-time technical guidance to team members through various communication channels (Slack, Google Meet, etc.)
• Serve as a technical escalation point and backup for critical client issues
• Advance technical expertise through continuous learning, including educational workshops and professional development in the Salesforce ecosystem

Client Communication & Support

• Provide technical leadership in client interactions, collaborating with the various Client Success teams to resolve complex issues
• Manage escalated client cases, high-priority cases, and troubleshooting cases, ensuring thorough documentation and timely resolution
• Provide technical support coverage during team absences to maintain service continuity when necessary
• Assist technical support manager and Account Manager team with strategic client relationships requiring senior technical oversight

Internal

• Coordinate internal Salesforce needs with the Technical Support Manager and the Director of CS,  including, but not limited to, tracking recommendations and updates for internal Case and Escalation system updates and requests
• Assist with initial & ongoing onboarding/training for the Technical Support team
• Support one-off projects as needed (process documentation, new config guides, etc.)
• Maintain and evolve internal Technical Support documentation, including, but not limited to configuration documentation, messaging partner documentation, and internal processes

• 2-4 years of experience in technical support or customer-facing technical roles, with a track record of resolving complex technical issues
• Individuals must be able to work well with company leaders and employees and to recognize and implement superior customer service to clients proactively
• Deep experience with Salesforce is required
• Strong analytical and problem-solving skills
• An ability to be a self-starter, take independent initiative, and work on multiple projects simultaneously
• Foreign language fluency and/or nonprofit and international development experience is a bonus, but not required