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Technical Support Team Lead

2 months ago

Canada Themis Solutions Inc. Full time $92,000 - $138,000
Job Description

Job Title: Technical Support Team Lead

Job Summary:

We are seeking a highly skilled Technical Support Team Lead to join our Customer Enablement Department at Themis Solutions Inc. The successful candidate will be responsible for leading a team of technical support specialists, ensuring the delivery of exceptional customer service, and driving the overall flow of data migration and processing.

Key Responsibilities:

  • Lead a team of technical support specialists to ensure timely and effective resolution of customer issues
  • Develop and implement strategies to improve service levels and customer satisfaction
  • Collaborate with cross-functional teams to drive the overall flow of data migration and processing
  • Assist in implementing and analyzing key metrics and performance indicators
  • Act as a customer escalation point, handling difficult customer conversations and identifying root causes to reduce similar future escalations
  • Develop and maintain Standard Operating Procedures (SOPs), Guides, and Training material
  • Drive efficiencies and process improvements in data migration and processing
  • Ensure compliance with company policies and procedures

Requirements:

  • 3+ years of experience in technical support or a related field
  • Expertise in data migration and transformation, CSV, JSON, and SQL databases
  • Strong leadership and communication skills
  • Ability to write and speak English fluently
  • Expertise in Python and Rails
  • Previous experience in the legal industry or legal technology services

What We Offer:

  • Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
  • Hybrid work environment with flexible time off policy
  • Opportunities for professional growth and development