Tier II Technical Support Team Lead - Remote Opportunity

About the Role

We are seeking a strategic and technically adept Tier II Technical Support Team Lead to join our remote team. This role is perfect for someone who enjoys solving complex problems, developing others, and driving operational excellence. As a Tier II Technical Support Team Lead, you will guide a high-impact team responsible for resolving advanced technical issues and supporting integrations.

What You'll Do

• Coach Tier II specialists to become confident troubleshooters capable of handling complex customer and system issues.
• Improve quality across the entire Support organization through QA calibration and training partnerships.
• Refine workflows and monitor team metrics to help Tier II meet and exceed goals around SLA adherence.
• Build the systems, documentation, and training required for Tier II to grow into a fully mature technical support function.
• Collaborate with Product Managers and Engineering Leads to address recurring technical issues.

Requirements

• 3–6 years of customer support or technical support experience, ideally in SaaS.
• 1–3 years of experience in a leadership role within a technical support function.
• Strong technical troubleshooting skills, comfortable with APIs and integrations.
• Proven ability to elevate team performance through coaching and feedback.
• Familiarity with support tools such as Salesforce and Jira.
• Fluency in English; Spanish is a plus.

Nice to Have

• Experience in restaurant, hospitality, or marketplace support.

What We Offer

• Competitive salary of approximately $35,000 USD annually.
• Comprehensive health coverage and unlimited PTO.
• Remote work flexibility with the option to work from anywhere.
• Fun perks and a supportive work environment.