Technical Support Team Lead

About the role

Hire Horatio is seeking a proactive Technical Support Team Lead to oversee a group of specialists delivering premium support for SaaS and EdTech clients. The role blends hands‑on troubleshooting with coaching responsibilities, ensuring high‑quality service in a fast‑paced, people‑first environment.

Key responsibilities

• Coach, mentor and develop support specialists to meet performance, quality and SLA targets.
• Act as primary escalation point for complex technical issues, providing timely resolutions.
• Monitor metrics, workflows and ticket trends to identify optimisation opportunities.
• Conduct quality assurance on tickets, documentation and team outputs.
• Proactively identify operational risks and implement preventative solutions.
• Collaborate with product, engineering and other cross‑functional teams to align support practices.
• Lead onboarding, training and integration of new team members.

Required profile

• Proven experience leading or coordinating customer service or technical support teams.
• Strong written and verbal communication skills in English.
• Detail‑oriented, proactive and comfortable in a performance‑driven environment.
• Experience with SaaS platforms or the EdTech sector is a plus.

Required skills

• Proficiency with CRM tools such as Gorgias.
• Advanced use of Microsoft Excel and Google Sheets.
• Familiarity with cloud‑hosted telephony systems and multi‑channel support (chat, email, phone, social media).

What we offer

• Comprehensive health insurance with upgrade options.
• Free daily snacks, catered meals and dinner for night‑shift staff.
• Door‑to‑door transportation after 9 PM.
• Dynamic office layout (no cubes, flexible workstations).
• Professional development courses from leading business schools.
• Yoga, workout classes, community service initiatives and employee discounts.