Frontline Support Team Lead

TL;DR

Frontline Support Team Lead: Leading and optimizing a first-line technical support team with an accent on people management, operational excellence, and customer satisfaction. Focus on setting KPIs, improving ticket handling processes, and ensuring high service quality standards in a fast-paced environment.

Location: Remote

Company

hirify.global is a pioneering wealth tech company delivering cutting-edge centralized trading solutions and robust B2B financial infrastructure.

What you will do

• Lead and motivate the 1st line technical support team, including planning, coaching, and performance tracking.
• Ensure high-quality ticket handling, analyze incidents, and optimize frontline processes and best practices.
• Collaborate with internal departments to improve documentation and service quality.
• Ensure an excellent customer experience and personally handle complex cases when needed.
• Prepare regular reports on performance metrics and analyze team output.
• Work with SLA/OLA and ensure internal metric compliance.

Requirements

• 2-3 years of experience in technical support (1st or 2nd line).
• Understanding of basic IT infrastructure, networking, servers, and monitoring principles.
• Experience with ticketing systems (Jira, Zendesk, or similar).
• Ability to learn new tools and processes quickly.
• English proficiency at B2 level or higher (verbal and written).
• Strong communication skills, leadership, and ability to motivate and develop team members.

Nice to have

• Well-organized, structured thinking, and stress resistance.
• Strong customer-orientation and responsibility.
• Ability to work in a fast-paced environment and make quick decisions.
• A hands-on, can-do attitude and team player mindset.
• Overachiever mentality.

Culture & Benefits

• Competitive salary and corporate benefits.
• Truly inspiring culture, pleasant and informal work environment.
• Ongoing education & training programs.
• Opportunity to network and connect in Corporate Events.
• Global career opportunities.