Lead a High-Performing Technical Support TeamWe are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America.This role is ideal for someone who enjoys developing people, improving processes, and creating an environment where quality, accountability, and customer service excellence can thrive.As a Team Lead, you will play a key role in driving team performance, supporting day-to-day operations, coaching team members, and ensuring customers receive timely and effective technical support.We're looking for someone who leads by example, communicates clearly, remains calm under pressure, and has a proven track record of reliability and leadership.What You'll Be DoingLead, coach, and support a team of remote Technical Support AgentsMonitor team performance and productivity metricsConduct regular coaching and feedback sessionsAssist agents with escalated customer issues and technical challengesEnsure adherence to established support processes and documentation standardsReview ticket quality and documentation accuracySupport onboarding and training of new team membersIdentify performance trends and opportunities for improvementCollaborate with management to achieve operational goalsPromote a culture of accountability, professionalism, and continuous improvementServe as a point of escalation for complex customer situationsHelp maintain service levels and customer satisfaction standardsCompensation & ContractUSD $6.50 per hourPaid weeklyIndependent ContractorRemote Work Environment RequirementsTo be successful in this role, candidates must have:A dedicated, professional workspace free from distractionsReliable high-speed, wired internet connectionAbility to work independently without direct supervisionConsistent availability during scheduled working hoursTechnical Requirements (Essential)To be considered,



candidates must meet all technical requirements below:Windows 11 PC (Mac devices are not supported)Minimum 16 GB RAMDual monitor setupWebcamFibre internet connection with a wired Ethernet connectionBackup power solutionMicrosoft Teams and Office 365Applications that do not meet the minimum technical requirements may not move forward in the process.What Success Looks LikeIn this role, success is measured not only by your own performance but by the success of your team.You will thrive if you can:Build a reliable and accountable team cultureImprove team performance through coaching and supportMaintain high standards of quality and documentationResolve challenges proactivelyCommunicate effectively with both leadership and frontline staffCreate a positive and productive remote work environmentHiring ProcessTo ensure a fair and consistent evaluation process, all applicants must complete each stage of the hiring process:Application FormPrescreen QuestionnaireTyping AssessmentVideo InterviewLive interviewFinal InterviewPlease note: This is an English-speaking role that requires strong written and verbal English communication skills.
All resumes must be submitted in English to be considered for this position.
What We're Looking ForPrevious experience leading or supervising a customer support, help desk, or technical support teamStrong technical troubleshooting backgroundDemonstrated experience coaching and developing team membersStrong communication and conflict-resolution skillsExperience in monitoring performance metrics and service levelsExcellent attention to detail and documentation standardsStrong organizational and time management skillsAbility to manage competing priorities in a fast-paced environmentProven reliability and stable employment historyAbility to work independently in a fully remote environmentThe Idóneo CandidateThe successful candidate will be someone who:Leads with professionalism and accountabilityBuilds trust and credibility with their teamEnjoys helping others succeedMaintains high standards without micromanagingIs comfortable making decisions and solving problemsUnderstands the importance of process adherence and documentationCan balance operational performance with employee development

📌 Technical Support Team Lead (Xico)
🏢 Resolv.Global
📍 Xico