Team Leader – Technical Customer Support Team, on site

The Challenge

We’re looking for an experienced and people-oriented Team Leader to guide and support a growing team of Technical Support Specialists. This role requires both strong leadership capabilities and solid technical understanding, particularly in API-based platforms, SaaS tools, and integration workflows. You'll be responsible for people management, daily operations, and quality of service.

Details

• Lead, coach, and motivate a team of L1/L2/L3 technical support engineers
• Monitor team performance metrics (SLA, CSAT, FRT, resolution rate) and take corrective action as needed
• Ensure high-quality support for technical customer requests via tickets, chat, and calls
• Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex issues
• Act as a technical escalation point when needed
• Conduct regular 1:1s, team meetings, and performance reviews
• Act as a point of contact for project leads regarding team capacity and delivery timelines
• Assist in hiring, onboarding, and continuous training of new team members
• Contribute to documentation, processes, and support strategy improvements

About You

Must have:

• 2+ years of experience leading technical support or customer service teams
• Prior hands-on experience in a technical support role (L1/L2/L3)
• Strong organizational and time-management skills
• Excellent communication and conflict resolution skills
• Data-driven mindset and familiarity with team performance KPIs
• Fluent in English (written and spoken)
• Solid understanding of REST APIs, integrations, and web-based platforms
• Basic troubleshooting skills (HTTP requests, logs, authentication issues)
• Familiarity with support tools (Zendesk, Jira, Intercom, etc.)
• Comfort working with SaaS platforms, ticketing systems, and knowledge bases
• Ability to understand client use cases and support them from a business and technical perspective

Nice to have:

• Experience in B2B SaaS or startup environments
• Exposure to Agile or project-based work structures
• Familiarity with scripting, automation, or dashboards (not mandatory)
• Ability to work across time zones or manage distributed teams

What We Offer

• Working with new technologies and modern work environment.
• Continuous professional development through trainings.
• Office and home hybrid working.
• Incentives and other bonuses – financial and non-financial.
• Referral bonuses.
• Extra vacation days.
• Private health insurance for you and your family.
• Meal tickets.
• Various discounts for gym classes & other recreational activities.
• Discount for office parking.
• Excellent coffee, delicious snacks and drinks at the office.
• Social and team-building activities.
• An awesome team and a friendly work atmosphere.
• IntelligentBee way of working and way of life!