Technical Services Team Lead

Job Description
As a Technical Services Team Lead for our NonProfit market, you will lead the Technical Services Engineers, resolving cases for all products and services. You will be responsible for developing, coaching, and mentoring the Technical Services Engineering team members into technical experts and SQL gurus, enhancing our customers’ experiences, and strengthening our company results. Additionally, you will serve as the chief communication officer for your team, as well as the chief collaborator across teams regarding issues of a technical nature or trends.
As a leader, you will:
Evaluateand providereal-time feedback on performance
Train and/or ensurethat theteam is properly trained for their specific roles
Schedulework hours and shifts
Assistin resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling
Identifyand resolveworkplace problems, including tardiness or absenteeism
Setand help theteam understand performance targets and goals
Assistwith the Technical Services hiring process
You will also:
On-board, train, and mentorfront-line Technical Services representatives, transferring expert system and product knowledge. Conduct1:
1s, coach, and provide feedback for direct report team members.
Complete quality assurance/auditing for cases and Salesforce and JIRA.
Actas the escalation point for the team's assigned customer group, advocating for customers and serving as their sounding board for significant issues. Driveresolution for high-priority issues across teams.
Identifytrends, risks, and opportunities for growth across products and bring them to the product meeting with dev/QA/manager.
Collaboratewith Strategic Relationship Manager, Launch and Education, and Product Strategy regarding customer business needs, trends, and feedback
MonitorSWE results of each Product that you are assigned to