Technical Support Team Lead

Job Description

Job Description

About us :

Latch was founded in NYC a decade ago with a vision to create unparalleled experience for residents through hardware and software. Now after 100 million locks, we're continuing that vision to transform how people interact with spaces everywhere. With our newly established headquarters in St Louis we are continuing to unify access to spaces, services, and experiences that redefine the way we live, work, and connect.

Latch is a part of DOOR with the mission to enhance the residential living experience with its DOOR app, which brings together products, services, technology, and community to reduce costs for building owners and deliver the living experience residents expect in today’s world. Built on the strong foundation Latch established with its access control and entry systems, the DOOR app is anchored by the Doorman, an AI assistant that combines the technology and unique data of each building to serve timely and relevant information to residents and property managers. From access control to monitoring for leaky toilets and checking the status of amenities and service providers, DOOR supports all the needs of residential living in one, easy-to-use app.

About the Role :

Latch is seeking a highly skilled and experienced Technical Support Manager to lead our technical support team. This role is responsible for leading the team and serving as a product knowledge expert in Latch offerings to ensure the smooth day-to-day operations of our hardware and platforms. The ideal candidate will have a strong background in technical support, excellent leadership abilities and a passion for delivering exceptional customer service.

Key Responsibilities :

• Team Leadership : Lead and mentor a team of support specialists, providing guidance, coaching, and training as needed.
• Technical Expertise : Serve as the primary point of contact for complex technical issues, providing expert-level troubleshooting and problem-solving assistance to both customers and team members.
• Process Improvement : Identifying and resolving hardware or software / platform issues.
• Customer Satisfaction : Ensure that all customer inquiries and issues are handled promptly and professionally, with a focus on delivering exceptional customer service and satisfaction.
• Performance Management : Establish key performance metrics for the technical support team and monitor performance against these metrics, providing regular feedback and implementing performance improvement plans as necessary.
• Collaboration : Working across Latch teams on escalated issues or to improve Latch product offering.
• Documentation : Creating and managing a comprehensive knowledge base to help all stakeholders troubleshoot common issues and offer self-service options.
• Escalation Management : Manage escalated customer issues, ensuring that they are resolved in a timely manner and that appropriate follow-up actions are taken to prevent recurrence.
• Reporting : Generate regular reports on technical support activity, including ticket volumes, resolution times, customer satisfaction scores, and other relevant metrics.
• Participating in the pager rotation for emergency issues where there is the potential to need to assist a customer after normal business hours.
• We provide support from 8 : 00 am to 10 pm Eastern Time (UTC-4), 7 days a week. The role may require either daytime or night time hours, including weekends, and consist of working 5 consecutive days in a given 7 day work week.

Qualifications :

Joining us means :

We embrace diversity and strive to create an inclusive environment for all.

Attention Job Seekers : Beware of job scams!

Job scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or Door :

Powered by JazzHR

AglUGiYKI7