Customer Support & Technical Support Team Lead

We’re Hiring: Customer Support & Technical Support Team Lead!

We are looking for a Customer Support & Technical Support Team Lead to take our service department to the next level! This is a key role at Konimbo, where you will be responsible for managing Tier 1 and Tier 2 support teams, enhancing customer experience, optimizing processes, and implementing technological innovations (automation, AI).

If you have managerial experience in technical support, a strong technical background, and the ability to lead a team to excellence – we’d love to meet you!

🔹 What will you do?

• Lead and manage customer support and technical support teams to improve customer satisfaction
• Ensure SLA and FCR targets are met (efficient first-contact resolution)
• Optimize processes and implement automation to reduce team workload
• Train and develop support teams in technical and service-related topics
• Collaborate with internal departments to ensure a top-tier customer experience
• Analyze data and improve performance based on insights from CRM and Helpdesk systems

🔹 What are we looking for?

• 3+ years of experience in technical support (mandatory)
• 2+ years of experience managing a technical support team – experience in a tech/SaaS/eCommerce company is a plus
• Experience working with CRM, Helpdesk systems, and data analysis
• Knowledge of HTML, CSS – a significant advantage
• Experience implementing automation and service process improvements – a plus
• Ability to work in a dynamic tech environment and provide B2B customer support