Technical Support Lead

📍 Location: Europe
💼 Employment type: Full-time
🧭 Work format: Remote
 

We’re looking for a Technical Support Lead to manage and grow our support team, streamline processes, and ensure top-quality service for our customers. In this role, you’ll combine people leadership with hands-on technical expertise, driving performance, improving workflows, and supporting complex tracking implementations.

About us:

Stape is a global product-driven IT company and the #1 leader in the server-side tracking market. We’re building a powerful, technically complex product that simplifies server-side tracking for marketers and website owners. Our platform processes over 15 billion requests daily, helping improve tracking accuracy and data privacy for more than 200, 000 clients worldwide. We work closely with top partners, including Meta, Tiktok and Snapchat, to provide advanced tracking capabilities.

We actively participate in industry-specific conferences as sponsors of events like MeasureCamp and Superweek.

Key tasks:

• Handle people management functions, including performance reviews, hiring and onboarding, professional development, and training for team members.
• Implement and track team performance metrics on a monthly basis.
• Implement and automate team workflow and processes where visible.
• Create and manage internal documentation on team processes.
• Handle complex tracking implementations for high-demanding customers.
• Provide post-implementation support to customers, analyze the implementation's correctness, and fix any bugs that arise.
• Handle intro calls with complex customers, post-implementation calls, and support sales and account managers whenever technical expertise is required on calls (with higher complexity).
• Monitor industry news, introduce new solution approaches whenever feasible, share and explain them to team members.

Your background:

• Minimum of 5 years of experience in customer care, including at least 2 years in a leadership position within SaaS or tech product companies.
• Understanding of support process optimization (SLAs, KPIs, workflows, escalations, training)
• Confident using logs, APIs, and monitoring tools to investigate and resolve issues
• Strong communication skills - written and spoken English (Upper Intermediate+)
• Experience working with ticketing/CRM systems and analytics tools
• Proactive and solution-focused - someone who finds patterns and brings clarity into chaos
• Empathy, clarity, and patience in communication

We offer:

• Industry Leader: Make a meaningful contribution to a globally recognized solution that shapes the future of the server-side tracking market.
• Flexibility: Enjoy a flexible work schedule with the freedom to choose where you work.
• Extended remote workspace setup: Experience the benefits of a fully equipped remote workspace, designed to elevate your productivity and create a comfortable work atmosphere.
• Collaborative culture: Engage in a friendly and open team environment that encourages initiative, creativity, and collaboration.
• Educational support: Invest in your self-development through a dedicated training and professional growth budget.
• Well-Being: Take advantage of 30 days of paid time off (20 standard days + 10 more to cover public holidays), Parental Leave, Anniversary days off, and Study Leave to support your recharge and maintain a balance between work and personal life.
• Health support: Feel secure with a dedicated medical insurance budget that prioritizes your health.

Excited to join us? Submit your CV and let’s get started!