Support Team Lead

Job Description

TechNova Solutions is appointing a Support Team Lead for our European customer-support hub in Dublin, managing a team of twelve support specialists serving our SaaS clients. You will coach for quality, manage schedules and escalations, and drive continuous improvement in customer-satisfaction and resolution metrics. You will also own the onboarding programme for new joiners, shaping their first ninety days.\n\nThis is a genuine leadership opportunity for an experienced support professional ready to shape team culture and performance. We offer leadership training, a competitive package with team bonuses, and a clear trajectory into support-management and customer-operations leadership roles. Leadership offsites twice a year connect you with support leaders across our global hubs. You will also deputise for the Support Manager during leave periods, gaining valuable leadership exposure.

Responsibilities

Lead, coach and motivate a team of twelve customer-support specialists\nMonitor quality scores, SLAs and CSAT metrics, driving improvements\nManage shift scheduling, leave planning and real-time queue coverage\nHandle escalated cases and complex customer situations personally\nRun regular one-to-ones, performance reviews and development plans\nIdentify process improvements and collaborate on automation initiatives

Requirements

Bachelor's degree or equivalent professional experience\nMinimum 4 years of customer-support experience with 1-2 years in a senior or mentoring role\nProven ability to coach teams and improve quality metrics\nStrong analytical skills with experience using support dashboards\nExcellent communication and conflict-resolution skills\nEligibility to work in Ireland

Skills

Team leadership, Coaching and mentoring, Quality assurance, Workforce management, Escalation handling, Performance analytics, Zendesk administration, Communication, Process improvement, Stakeholder management

Benefits

Monthly salary of $4,000 – $5,500 plus team performance bonus\nComprehensive health insurance and pension\nLeadership development programme\nHybrid working with modern Dublin office\nClear progression to Support Manager