Technical Support Team Lead - Remote Opportunity

About the Role

We are looking for an experienced Technical Support Team Lead to join our remote team at Fundraise Up. As a Technical Support Team Lead remote, you will manage a team of Technical Support Engineers, ensuring high-quality and efficient support for our customers. This role is pivotal in enhancing our support processes and fostering a culture of excellence within the team.

What You’ll Do

• Lead and develop a team of 7 Technical Support Engineers.
• Manage and support Lead Support Engineers responsible for key initiatives such as Knowledge Base development and AI tooling.
• Conduct regular 1:1 meetings, coaching sessions, and performance reviews.
• Support engineers’ professional development and career growth.
• Own the operational performance of your team, monitoring support metrics such as SLA, response times, resolution efficiency, and CSAT.
• Work closely with the Support Operations Manager to maintain support quality and customer satisfaction.
• Manage workload distribution and team scheduling effectively.
• Continuously identify improvement opportunities and implement changes to enhance support workflows.

Requirements

• Fluent in English (C1 or higher) and Russian for internal communication.
• 2+ years of experience managing a Technical Support team in a leadership role.
• Experience leading teams of 5+ support engineers.
• Strong understanding of support operations and service metrics.
• Proven ability to coach and develop support engineers.
• Strong communication and stakeholder management skills.

Nice to Have

• Experience with support metrics and data to drive operational decisions.
• Familiarity with AI tooling and knowledge base development.

What We Offer

• Private medical insurance for you and your family.
• 20 paid vacation days and 15 paid public holidays per year.
• 5 company-paid sick leave days.
• English learning courses and relevant professional education.
• Home Office Setup Assistance for creating a comfortable workspace.
• Remote working flexibility.
• Stock options for long-term contribution.

Join us as a Technical Support Team Lead remote and be part of a collaborative team that values quality and mentorship. Your leadership will directly impact our mission to support nonprofits globally.