Technical Support Team Lead - Customer Care

Job Description

We're looking for a highly motivated, curious, and dynamic Technical Support Team Lead to join our growing Customer Care group. This is a unique opportunity to play a pivotal role in a fast-paced, cutting-edge AI product environment. As a leader with a builder mindset, you won't just manage a team. You'll bridge technical support, product, and engineering, and help shape how our users build software with AI.  

What you'll do  

• Manage the team queue and prioritize tickets based on urgency and SLAs, protecting the user experience with top-quality, high-touch support  

• Use support data and KPIs to identify bottlenecks, optimize team workflows, and continuously improve support quality  

• Foster personal and technical career development, mentor technical experts to excel, and help them take ownership and grow  

• Act as a key feedback loop by translating user roadblocks and data insights into actionable product improvements and bug priorities, alongside R&D and Product teams  

• Take full ownership in a fast-paced, young, and evolving organization: shape your role, propose new initiatives, and drive cross-functional projects 

Qualifications

• 2+ years leading technical support or customer-facing technical teams, with hands-on experience in queue management, SLA tracking, and driving team output  

• Strong analytical skills, with a track record of using data, dashboards, and metrics to drive decisions and improve overall performance  

• A self-starter who thrives in an evolving, flexible environment, ready to define processes, build structure, and own new initiatives from scratch  

• Exceptional interpersonal skills, with experience mentoring technical experts and building strong team cohesion  

• Hands-on experience building with Base44 (or similar AI app

•  builders like Lovable, Bolt, or Replit), and the ability to understand user problems from the builder’s point of view

• High technical curiosity and a passion for building and experimenting with modern software

Nice to have  

• Strong understanding of web technologies (HTML/CSS/JS), client-server architecture, and APIs  

• Experience with browser DevTools and troubleshooting tools such as Postman 

Additional Information

Work model  

At Base44, we believe our best work happens together. Our work model is fully in person, 5 days a week from our Tel Aviv office.  

Wix and Base44 are proud to be equal opportunity employers. We believe everyone has the right to be successful, online, and we're committed to a work environment where everyone is welcome and anyone has the right to succeed.