Technical Support Team Lead, FME Form

Responsibilities

• Team Leading (Primary Focus)
• Lead the team to successfully meet support objectives.
• Set team objectives, conduct regular 1:1 check-ins, and support goal-setting through ongoing feedback and coaching.
• Act as an escalation point for complex customer issues and support the team in resolving them.
• Collaborate with other teams where needed to ensure customers get the best support possible.
• Review knowledge base content from the team and provide feedback and direction.
• Identify and implement process improvements to enhance customer support.
• Maintain active communication with the Director of Customer
• Support and the VP, Customer Experience.
• Identify the skills that are needed to improve the team, including the training of existing staff and hiring new members for the team.

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