What are the responsibilities and job description for the Technical Support Lead position at Unlayer?
We are seeking a highly skilled and experienced Technical Support Lead to join our dynamic, international team at Unlayer. As a Technical Support Lead will be responsible for working alongside the technical support specialists. You will provide guidance, and mentorship, and ensure the team is delivering timely and effective technical solutions to our customers. You will also collaborate closely with other departments (e.g., engineering, product and customer success) to resolve complex technical issues, improve processes, and contribute to product improvement.
Key Responsibilities :
- Mentor and develop the technical support team to ensure the team delivers excellent customer service and technical solutions.
- Provide technical expertise and hands-on support for escalated issues, ensuring timely and effective resolution.
- Handle all new hire technical training and conduct ongoing training for current technical support specialists to ensure skill development and consistency in service quality.
- Create external documentation and resources (e.g., guides, FAQs, tutorials) to help customers navigate and utilize the product effectively.
- Develop and maintain internal documentation and training videos to help internal teams better serve customers, ensuring they have the resources to troubleshoot and provide exceptional support.
- Collaborate with cross-functional teams (Engineering, Product, Sales, etc.) to resolve complex issues, ensure product quality, and contribute to product enhancements.
- Monitor customer feedback and satisfaction levels, identifying trends and implementing strategies for improvement.
- Ensure compliance with SLAs (Service Level Agreements) and other relevant KPIs (Key Performance Indicators).
Required Qualifications :