Technical Support Team Lead

TL;DR

Technical Support Team Lead: Leading and developing a team of technical support engineers to ensure high-quality client service and operational excellence with an accent on support metrics, workflow optimization, and team coaching. Focus on managing support initiatives, implementing AI tooling, and driving product feedback to influence the roadmap.

Location: Must be based in Spain. Shift requirements: Must be available for EST hours (9 am - 6 pm or 11 am - 8 pm).

Company

A global fundraising platform serving nonprofits worldwide with innovative, accessible, and high-conversion donation technology.

What you will do

• Lead and develop a team of 7 technical support engineers.
• Manage key support initiatives including knowledge base development, AI tooling, and onboarding.
• Conduct 1:1 meetings, coaching sessions, and performance reviews to support career growth.
• Monitor and manage operational metrics such as SLA, response times, and CSAT.
• Collaborate with the Support Operations Manager to improve workflows and documentation.
• Manage workload distribution and team scheduling to ensure efficient operations.

Requirements

• English: C1 or higher required for professional communication with US-based teams.
• Russian: Fluent required for internal team communication.
• 2+ years of experience in a technical support leadership role (Team Lead or Support Manager).
• Proven experience leading teams of 5+ support engineers.
• Strong understanding of support operations and service metrics.
• Ability to use data and metrics to drive operational decisions.

Culture & Benefits

• Private medical insurance for employee and family.
• 23 paid vacation days and 11 paid public holidays per year.
• Home office setup assistance for furniture and equipment.
• Professional education and English learning courses.
• Equity options provided for long-term focus.
• Collaborative, flat-structure environment with transparent company culture.