**Team Leader - Technical Support**The **Team Leader - Technical Support** is a critical frontline leadership role responsible for guiding, mentoring, and managing a team of Technical Service Representatives (TSRs) who provide support across service, marketing, and technical functions.This role emphasizes strong technical support experience, particularly in resolving Level 1 and Level 2 issues, and is designed for individuals who excel in team coordination, process improvement, and performance development.The Team Leader ensures daily operational excellence by facilitating clear communication, maintaining service quality standards, and ensuring prompt, effective, and technically accurate customer resolutions.They play an essential role in the onboarding and development of team members, supporting them in reaching and exceeding KPIs, and ensuring adherence to company standards, security protocols,



and service commitments.This position requires a hands-on leader who is not only capable of monitoring team performance but also of directly handling escalated technical cases and working closely with the Operations Manager to continuously improve support operationsThe Team Leader will operate in a hybrid work module and must have availability to work two days per week during the late day or overnight shift, ensuring proper leadership coverage and alignment with 24/7 support needs.
**Primary Responsibilities**:- Provide continual evaluation of process and procedures.
- Responsible for suggesting methods to improve area of operations, efficiency and service to both internaland external customers.
- Be always available to employees who experience work and/or personal problems providing appropriatecoaching, counseling, direction and resolution.
- Ensure to write and administer performance reviews for skills improvement.
- Manage nesting agents to ensure proper performance before moving to the operations floor.
- Incorporate performance intervention to accelerate learning.
- Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs andmetrics.
- Assist Operations Manager to resolve customer complaints and issues- Handling employee related issues and monitoring transaction- Monitor Team performance in terms of e.g. NPS, CSAT, FCR, FRT, Adherence, and Attrition etc.- Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.necessary

📌 Tech Team Leader (Guadalajara)
🏢 Helpware
📍 Guadalajara