Team Lead - Technical Support (SDQ)
On-site · Santo Domingo, Nacional, Dominican Republic
Job Summary
Team Lead - Technical Support role leading a proactive, coaching-focused group delivering SaaS and EdTech customer support. Responsibilities include coaching and mentoring specialists to exceed SLA targets, handling technical escalations as the primary point of contact, monitoring performance metrics, ensuring quality in tickets and documentation, identifying operational risks and implementing improvements, aligning with technical/product teams, and leading onboarding and training for new team members. Required skills include strong leadership, excellent English communication, customer service expertise, proficiency with CRM (Gorgias), cloud-hosted telephony, and Excel/Google Sheets, plus experience managing multiple channels (chat, social, email, phone). Sales or e-commerce experience and strong interpersonal abilities are a plus.
Required Qualifications
- Proven ability to lead and develop high-performing teams
- Excellent (near-native) written and verbal communication skills in English
- Strong understanding of customer service principles and best practices
- Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems
- Advanced proficiency in Microsoft Excel/Google Sheets
- Experience managing multiple communication channels (chat, social media, email, phone)
- Sales or e-commerce experience and understanding of sales metrics are a plus
- Ability to identify and address potential team and employee risks proactively
- Strong interpersonal skills and ability to build positive relationships with employees and partners
- Excellent work ethic and a passion for developing others
- Experience: Proven background in Customer Service or Technical Support
- Industry: Familiarity with SaaS platforms or the EdTech sector
- Leadership: Experience leading or coordinating teams (formal or informal)
- Technical Skills: Strong troubleshooting ability and comfort with software platforms
- Soft Skills: Highly proactive, detail-oriented, and excellent at communication
- Adaptability: Comfortable in a fast-paced, performance-driven environment
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