Technical Support Team Lead
Description
At Education Perfect, we believe that education has the power to change the world. Our mission is to maximise every student’s potential. As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.
About the role
We are seeking an experienced Technical Support Team Lead to join our team. You will manage the Technical Support Team, overseeing Integrations, IT Support, Enrolments, and Tech Support. Your role includes setting quality and performance metrics, preparing reports, and keeping the team informed about new releases and common inquiries. You'll conduct regular team meetings, foster a high-performing environment, and improve support processes. Additionally, you'll assist with daily support tasks, recruit and train new team members, and provide progress updates at leadership meetings.
What you will do
- Manage the Technical Support Team, overseeing Integrations, IT Support, Enrolments, and Tech Support
- Establish and monitor quality and performance metrics, reviewing KPIs weekly
- Prepare weekly and monthly reports for senior management and the team
- Stay informed on new releases, bugs, and common inquiries to keep the team and stakeholders updated
- Conduct regular team catch-ups to review metrics, provide feedback, upskilling and training opportunities and discuss Personal Development Plan (PDP) goals
- Foster a high-performing team environment
- Evaluate technical support processes regularly to identify and implement improvements
- Assist with day-to-day Technical Support tasks such as triaging, bug reporting, and ensuring timely customer responses
- Attend weekly Support Leadership meetings and provide team progress updates
- Support and manage recruitment for seasonal hires during registration periods
- Onboard and train new team members
- Support other areas of the support team and business as directed by management
About you
- People leadership experience within a Support or Technical/Escalated Support Team of a SaaS company
- Technical proficiency across Windows, Mac, and iOS devices
- Excellent troubleshooting and communication skills
- Customer-oriented mindset with demonstrated experience in optimising processes and implementing innovative solutions to improve customer experience and team performance
- Exceptional organisational and time management skills
- Ability to multitask and prioritise workload effectively
- Basic understanding of SQL
- Understanding of Hubspot or the purpose of a CRM (desirable)
- Experience working with Atlassian systems such as Jira and Confluence (desirable)
- Understanding of SSO and LTI integrations (desirable)
Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!
What we offer
- As our team is based globally, we offer both remote and flexible working arrangements
- For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office
- Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day
- Wellness allowance to use on anything to support your mental and physical wellness
- EAP with unlimited sessions
- Employee Equity Bonus Plan
- Employee referral program - $2000 when you refer a new team member
- Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub
- EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
- The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community
We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.