Technical Support Team Lead

The Support Team Lead at Delivery Solutions is responsible for managing the daily operations of our technical support team and playing a hands-on role in delivering exceptional customer support. This position partners closely with the Sr Director of Customer Success to ensure our clients receive top-tier assistance across phone, email, and chat channels. The Technical Support Team Lead will set the standard by leading through example, organizing work, handling escalations, building reports, managing ad hoc projects, and conducting training initiatives.

This role is part of the Customer Success Team and reports to the Sr Director of Customer Success. As an advocate for Delivery Solutions' core values and vision, the Team Lead will help build a culture of excellence, collaboration, and customer focus.

US applicants must be currently authorized to work in the United States on a full-time basis.

*Must be located in one of these states: AL, AZ, AR, CO, DE, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WV, WI, WY.*

Responsibilities

• Oversee Daily Operations: Lead the Technical Support Team’s day-to-day activities to ensure smooth, efficient service; Background in Ecommerce / Retail and some amount of offshore team interaction experience is preferred 
• Drive Customer Satisfaction: Act as a senior support agent to enhance customer experience through superior technical support.
• Team Supervision: Supervise technical support staff, including recruitment, performance evaluations, and development.
• Mentorship and Training: Provide coaching, training, and oversight to foster growth within the team.
• Escalation Point: Serve as the primary contact for technical escalations, ensuring timely and accurate resolution; Necessary escalation and follow-up to issue closure
• Manage SLAs: Track team SLAs and workflows, ensuring key metrics are met and exceeded.
• Internal and External Support: Support both internal teams and external customers as needed
• Coordinate Escalations: Work closely with Tier 2 and Product Managers on complex issues and escalations.
• Track Inquiries and Metrics: Manage and report on all technical support inquiries and maintain clear metrics.
• Onboard New Staff: Lead onboarding for new team members, ensuring they are set up for success.
• Develop and Monitor KPIs: Collaborate on creating team KPIs, monitor results, and report on progress.
• Support Product Launches: Assist with UAT and operational delivery for new products and features.
• Performance Tracking: Monitor and report on team performance metrics.
• Ensure Prompt Resolutions: Guarantee all customer inquiries are resolved accurately and professionally.
• Create Support Materials: Develop relevant materials and self-service tools for team and customer use.
• Feedback and Continuous Improvement: Provide feedback to teams on open and resolved issues, continuously improve support processes.
• Preventive Measures: Implement strategies to minimize recurring issues and customer faults; Proactive management of aging of tickets
• Process Improvement: Regularly review and enhance support processes and documentation.
• Salesforce Analysis: Analyze Salesforce case trends to identify and mitigate potential issues proactively.

Knowledge, Skills & Abilities

• Leadership Excellence: Proven people management and leadership skills.
• Strong Communication: Exceptional oral and written communication abilities, Fluent communication skills in written and spoken English
• Problem-Solving Skills: Demonstrated problem-solving capabilities with a customer-centric approach.
• Customer-First Attitude: Passionate about front-line support and issue resolution.
• Analytical Skills: Strong ability to analyze, investigate, and resolve customer support tickets.
• Multitasking Ability: Skilled at handling multiple priorities under time constraints.
• Tech-Savvy: Comfortable with cutting-edge technology and rapid information assimilation.
• Experience with Customer-Focused Teams: Previous experience leading customer support teams.
• Team Culture Advocate: Proven ability to cultivate a supportive, service-focused team environment.
• Educational Background: Associate’s or Bachelor’s degree in Information Technology or a related field preferred.
• Industry Experience: 3+ years in a Technical Support role.
• Tools and Skills: At least 1 year of experience in an Incident Management Tool, MS Excel, Some basic understanding of Angular JS / Node.Js , MongoDB and AWS management, experience using Zendesk and Slack for ticket management and communication. 

Company Overview:

Delivery Solutions provides enterprise retailers of any kind ( DTC, B2B, etc.) with plug-and-play orchestration capabilities powered by the Omnichannel Experience Management (OXM) Platform. We are trusted with the biggest names in retail, including Sephora, Footlocker, AT&T, BigLots, PACSUN, Michael's, GameStop, Total Wine, and Abercrombie & Fitch Co. Our single OXM platform orchestrates logistics, pickup, post-purchase, and returns for all types of eCommerce, giving retailers flexible control over their consumer experiences. Interacting seamlessly with the eCommerce tech stack, OXM pairs effortlessly with existing OMS, WMS, and TMS for scalability and a rapid go-to-market.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

EEO Notice: “Delivery Solutions is committed to be a safe place to work where employees are treated with dignity and respect. We provide a workplace free of discrimination, harassment, and retaliation. We do not discriminate against any applicant for employment or any employee in any aspect of their employment here because of age, race, religion, sex, disability, sexual orientation, gender identity, military status, pregnancy, national origin or veteran status; and we comply with all laws governing fair employment and labor practices. If you have a disability and require an accommodation to complete the online application or interview process, please contact the HR Department by email: hr-usa @deliverysolutions.co . Requests for accommodation to the job itself may be discussed during the interview or at any other time following a job offer.”

I authorize the Company to investigate information provided in this application and understand that an offer of employment is contingent upon a satisfactory check of such information. I understand that any false or misleading statements or material omissions will be sufficient cause for rejection of my application. I understand that nothing in this employment application is intended to create an employment contract between the Company and me.