Technical Team Leader

About the role

We are looking for a seasoned Technical Team Leader to drive technical excellence and team growth in a fast‑paced SaaS environment. You will mentor a high‑performing support team, ensure exceptional customer experiences, and act as the primary point of contact for complex technical escalations.

Key responsibilities

• Set clear performance expectations and align team goals with organizational objectives.
• Coach, mentor and develop team members, fostering a collaborative culture.
• Analyze metrics, identify improvement areas and implement data‑driven productivity strategies.
• Monitor adherence to SLAs and KPIs, ensuring operational excellence.
• Oversee multi‑channel support (Intercom, WhatsApp, email, live chat) for issues such as Bluetooth connectivity, device calibration, and app onboarding.
• Manage technical escalations and maintain regular communication with clients, providing performance reports as needed.

Required profile

• Minimum 1 year of leadership or supervisory experience, preferably in a call‑center setting.
• At least 3 years of hands‑on technical support experience in a SaaS environment.
• Strong verbal and written communication skills at C1 level, focused on US customers.
• Ability to make decisive decisions on complex operational and technical matters.

Required skills

• Intercom (CRM platform)
• WhatsApp
• Email and live‑chat support tools
• Bluetooth connectivity troubleshooting
• Device calibration
• App onboarding processes

What we offer

• On‑site work at The Sanctum with daily free meals.
• HMO coverage from day 1 and life insurance.
• Dependent health coverage (one dependent at regularization, second after one year).
• Retirement Savings Program with company matching.
• Paid time off and additional leave credits.