Customer Service and Technical Support Team Lead jobs in United States
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The Headhunters Recruitment ยท 16 hours ago

Customer Service and Technical Support Team Lead

positionIrvine, CA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$80K/yr - $95K/yr
date5+ years exp

The Headhunters Recruitment is seeking an Onsite Customer Service & Technical Support Team Lead for their global client known for innovation and exceptional customer experience. This hands-on leadership role involves managing a team, troubleshooting technical issues, and improving processes to ensure high-quality customer service and support.

Human ResourcesProfessional ServicesRecruitingStaffing Agency
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Growth OpportunitiesbadNo H1Bnote
Hiring Manager
Tania McMahon
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Responsibilities

Lead, coach, and develop a global team of customer service and technical support representatives
Actively participate in front-line support, including managing escalations and troubleshooting technical issues
Coordinate global schedules and workflows to ensure consistent support coverage across multiple time zones
Provide support to global B2B clients and end users on inquiries, product questions, and service issues
Oversee daily service operations and ensure alignment with SLAs and business priorities
Monitor and analyze key performance metrics (response time, resolution rate, CSAT, SLA compliance)
Develop and maintain SOPs, troubleshooting guides, and training materials
Serve as a super user for Microsoft Dynamics CE and Navision (Business Central), providing first-line and advanced support
Collaborate with IT and system administrators to diagnose system bugs or process gaps and recommend solutions

Qualification

Microsoft Dynamics CENavision (Business Central)Customer service leadershipTechnical troubleshootingInventory-based business experienceChange managementCommunicationProblem-solving skillsLeadership skillsCustomer focus

Required

5+ years of experience in customer service and technical support leadership roles
Strong technical knowledge of Microsoft Dynamics CE and Navision (Business Central)
Proven experience managing global teams and working across multiple time zones
Background in inventory-based businesses (B2B preferred; B2C acceptable)
Experience in after-sales and service environments
Excellent communication, problem-solving, and leadership skills
Ability to remain calm under pressure and take ownership of escalations
Must have a valid passport and be available for occasional international travel
Eligible to work in the United States (no visa sponsorship available)

Benefits

Medical/dental/vision/life/LTD (company pays 75% of premium)
401(k)
Opportunities for professional development and growth.

Company

The Headhunters Recruitment

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The Headhunters is a leading Canadian recruitment firm serving clients across North America
dateFounded in 2009
location
Vancouver, British Columbia, CAN
people-size11-50 employees
web-link
https://www.theheadhunters.ca/

Funding

Current Stage
Early Stage
Company data provided by crunchbase