Team Lead - Customer Support (Technical Support)

Location: Reston, Virginia, United States; hybrid work schedule. Monday-Friday, 12:00 PM–9:00 PM, with possible nights, weekends, and participation in the on-call escalation rotation.

Annual base salary: $99,000–$134,000, with potential discretionary bonus and stock awards depending on role eligibility.

Company

hirify.global provides internet infrastructure and DNS services focused on the security, stability, and resiliency of the internet.

What you will do

• Lead daily technical support operations and ensure service levels, quality standards, and customer satisfaction goals.
• Manage support queues, case workloads, staffing schedules, and timecards.
• Coach, mentor, develop, and evaluate team members, including performance and corrective action planning.
• Support recruiting, interviewing, onboarding, training, and technical certification activities.
• Handle complex technical issues and customer escalations in collaboration with engineering, product management, sales engineering, and other departments.
• Drive quality assurance, process improvement, customer meetings, and loyalty callbacks for high-priority accounts.

Requirements

• Bachelor's degree or equivalent work experience.
• 2+ years of experience managing teams, coaching employees, or working in a supervisory capacity.
• 5+ years of technical customer support center or technical helpdesk experience.
• Experience supporting corporate clients and resolving complex technical issues across business teams.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Strong aptitude for learning complex technical concepts.

Culture & Benefits

• Mission-focused, values-driven environment centered on building a more secure internet.
• Flexible hybrid work environment with opportunities for career growth.
• Competitive benefits package.
• Discretionary bonus based on individual and company performance.
• Potential eligibility for discretionary stock awards.