Technical Support Team Lead

TL;DR

Technical Support Team Lead: Managing a team of Technical Support Engineers to deliver high-quality support to customers with an accent on people leadership, operational excellence, and support process improvements. Focus on improving support workflows, processes, and documentation.

Location: Poland

Company

Fundraise Up is a global fundraising platform built to make donating to nonprofits fast, seamless, and accessible to all.

What you will do

• Lead and develop a team of 7 Technical Support Engineers.
• Manage and support Lead Support Engineers responsible for key support initiatives.
• Conduct regular 1:1 meetings, coaching sessions, and performance reviews.
• Support engineers’ professional development and career growth.
• Monitor and manage support metrics such as SLA, response times, resolution efficiency, and CSAT.
• Continuously help improve support workflows, processes, and documentation.

Requirements

• English — C1 or higher, comfortable working with US-based teams in a professional environment.
• Russian — fluent, used for internal communication with the support team.
• 2+ years of experience managing a Technical Support team in a leadership role.
• Experience leading teams of 5+ support engineers.
• Strong understanding of support operations and service metrics.
• Proven ability to coach and develop support engineers.

Culture & Benefits

• 30 days off.
• 100% paid telemedicine plan.
• Home Office Setup Assistance.
• English learning courses.
• Relevant professional education.
• Remote working.