Technical Support Lead
InfluenceProServices builds services, tools, and infrastructure that drive marketing business growth and help teams scale efficiently. Every day, we tackle complex technical and operational challenges, enabling our customers to push boundaries and achieve greater success.
We are looking for a Support Lead to build, manage, and continuously improve our customer support function. In this role, you will own support operations, team performance, service quality, and customer experience. You will establish scalable processes, define support standards, manage support specialists, and work closely with Product and Engineering teams to ensure efficient issue resolution and continuous service improvement.
Responsibilities
Lead and develop the support team, including hiring, onboarding, mentoring, and performance management
Own and continuously improve the support operation and service delivery processes
Define and manage SLAs, KPIs, and support quality standards
Establish ticket triage, escalation, and incident management procedures
Oversee support communication channels, including Jira Service Management, Telegram, and chat-bots
Collaborate with Product and Engineering teams to prioritize and resolve customer-impacting issues
Analyze support trends and identify opportunities for product and process improvements
Drive knowledge management initiatives, including documentation, runbooks, and internal training materials
Monitor support metrics and prepare regular performance reports for stakeholders
Ensure high customer satisfaction and consistent service quality
Manage major incidents and coordinate cross-functional resolution efforts
Scale the support organization and processes in line with business growth
Experience and Skills
3–5+ years of experience in Technical Support, Service Desk, Customer Support, or Operations roles
1–2+ years of experience leading or mentoring support teams
Strong experience with Jira Service Management or similar ticketing platforms
Proven experience designing and implementing support processes and workflows
Understanding of web applications, APIs, integrations, and technical troubleshooting
Experience managing escalations and coordinating with Engineering teams
Strong analytical skills and experience working with support metrics, KPIs, and SLAs
Excellent documentation and process management skills
Strong communication and stakeholder management abilities
English for professional communication and technical collaboration (Upper-Intermediate or higher)
Nice to have
Experience building support functions from scratch
Experience with Incident Management and Problem Management processes
Knowledge of ITIL principles
Experience with SQL, REST APIs, and log analysis
Experience with chatbot-driven support operations
Experience in SaaS, MarTech, or B2B software environments
What we offer
Paid vacation and sick leave
The opportunity to work in a dynamic, multicultural team of professionals driven by a shared passion for product innovation and real impact
A flat structure with no micromanagement and full ownership of your work
A remote-first culture with flexible working hours
The opportunity to shape and scale the support organization from the ground up