Team Lead - Technical Support

LeanData helps the world’s fastest-growing companies automate, simplify, and accelerate revenue.

We’re looking for a Team Lead, Technical Support to lead our Technical Support function, serving as a strong mentor to our team, driving operational excellence, and championing best practices that ensure every customer receives exceptional service with the LeanData platform.

In this role, you’ll oversee a high-performing team that acts as the frontline experts for our customers - helping them maximize value, resolve complex technical issues, and shape a best-in-class customer experience. You will play a critical part in fostering a culture of excellence, collaboration, and continuous improvement within both the support function and its operations

This is a hybrid position, with a requirement to be in our Santa Clara, CA office two days a week.

What You'll Be Doing:

• Lead, mentor, and develop a globally distributed team of Level 1 and Level 2 Technical Support Specialists, fostering growth, accountability, and technical excellence.

• Be a hands-on leader with escalations and complex technical issues, providing direct support when needed while modeling best practices for the team

• Drive operational excellence by designing and optimizing processes, ensuring consistent adoption of best practices across support operations.

• Measure and improve performance by monitoring key support metrics (e.g., time to first response, resolution time, CSAT), implementing corrective actions, and scaling workflows for efficiency.

• Partner cross-functionally with Engineering, Product, and Customer Success teams to ensure customer issues are resolved quickly and to amplify the “voice of the customer”.

• Oversee support platforms and operations, including Salesforce Service Cloud, ticket routing, and queue management, ensuring systems and tools enable efficiency and customer satisfaction.

• Strengthen self-service channels by maintaining and evolving the Knowledge Base and Help Center, reducing case volume while empowering customers with quick solutions.

• Champion continuous improvement by proactively identifying opportunities to streamline workflows, improve quality, and elevate the overall customer experience.

What You'll Need:

• Minimum of 2 years of experience in a team lead or management role within a technical support team.

• Minimum of 5 years of experience as a support agent in a SaaS environment.

• Proven experience with Jira, Zendesk, and Salesforce administration. Salesforce Administrator Certification is preferred.

• Excellent communication and leadership skills with the ability to manage a diverse, global team.

Bonus Points If You Have:

• Proficiency in Javascript.

• Experience with change management, particularly leading a team through a platform migration.

• Experience working with a globally distributed Technical Support team.

Why Join LeanData:

• LeanData covers up to 90% of employee insurance premiums

• Stock options for all full-time employees

• Flexible PTO

• 401(k) plan