Team Lead, Platinum Support (AI)

TL;DR

Team Lead, Platinum Support (AI): Managing a complex case load and providing guidance to peers in the Platinum queue with an accent on workflow leadership, technical depth, and quality. Focus on mentorship, feedback, and driving resolution and continuous improvement.

Location: Kitchener, Canada

Salary: $84,000 - $106,500 CAD

Company

hirify.global is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers.

What you will do

• Own a queue of complex Platinum and partner escalations, driving them to resolution.
• Provide real-time guidance on troubleshooting and communication for challenging cases.
• Monitor Platinum queues and dashboards to ensure healthy distribution of work and SLA adherence.
• Conduct root cause analysis on recurring issues and propose improvements.
• Mentor new Platinum agents and contribute to internal knowledge resources.
• Collaborate with Customer Success, TAMs, Sales, and other stakeholders on customer situations.

Requirements

• Required: 6+ years of experience in a senior technical support role.
• Required: Extensive experience in customer and partner de-escalation and managing critical technical incidents.
• Deep technical mastery of VoIP, UCaaS, or complex SaaS products.
• Strong understanding of SIP, local networking (QoS, Firewalls), and packet capture analysis.
• Excellent communication and interpersonal skills.
• A bachelor's degree and/or technical certification (e.g., CCNA, Network+) is preferred.

Nice to have

• Prior formal or informal experience in a mentorship or team lead capacity.

Culture & Benefits

• Competitive benefits and perks.
• Robust training program.
• Inclusive and vibrant office environment.
• Exceptional culture recognized as a Great Place to Work.