Noke, Inc.
Atlanta, Georgia, United States
(on-site)
Posted
1 day ago
Job Function
Other
Description
Technical Support Team Lead - NSE - Noke
US-GA-Atlanta
Job ID: 2025-6012
Type: Full-Time
# of Openings: 1
Category: Customer Service/Support
Noke - Atlanta, GA
Overview
The Technical Support Team Lead plays a critical role in supporting the Sr. Manager by overseeing daily operations of the frontline support team. This role ensures consistent delivery of high-quality technical support, drives agent performance, and fosters a culture of accountability and continuous improvement. The Team Lead will act as a bridge between agents and leadership, helping to implement strategic initiatives and elevate the customer experience.
Responsibilities
- Monitor and manage daily ticket queues, ensuring timely resolution and adherence to SLAs.
- Assign and balance workload across agents based on volume and skillset.
- Handle customer escalations and ensure proper documentation and follow-up.
- Conduct weekly 1:1s and QA reviews with agents.
- Support onboarding and training of new hires.
- Identify knowledge gaps and coordinate with Sr. Manager to implement targeted training.
- Enforce standards for ticket field completion, communication quality, and resolution accuracy.
- Collaborate with Sr. Manager to refine escalation protocols and knowledge base content.
- Participate in weekly performance huddles and contribute to KPI reviews.
- Surface recurring product issues to Product and Engineering teams.
- Partner with Workforce Management (WFM) to align staffing with forecasted volume.
- Support implementation of recognition and performance incentive programs.
Qualifications
JOB SPECIFICATIONS:
- 3+ years in a technical support or customer service environment, with at least 1 year in a leadership or coaching role.
- Strong understanding of support KPIs (CSAT, FCR, AHT, QA).
- Experience with support platforms (e.g., Aircall, HubSpot, AWS).
- Excellent communication and conflict resolution skills.
- Technical aptitude with mobile platforms (iOS/Android) and basic networking/electrical concepts.
- Bilingual (English/Spanish) a plus.
PHYSICAL DEMANDS:
- Regularly required to sit, stand, and walk.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
PI279276405
Job ID: 80975766
