Team Lead - Technical Support

The Tech Support Team Lead is a hands-on leader who supports and develops a technical support team, ensuring customers receive best-in-class service while contributing directly to case resolution. This role combines individual contribution with team leadership - balancing frontline ticket handling, escalations, and coaching to drive performance and customer satisfaction.

The Team Lead fosters a culture of ownership, accountability, and continuous improvement within the support function, helping ensure consistent, high-quality customer experiences across all support tiers.

Key Responsibilities;

Leadership & Coaching

• Act as a player/coach - actively handling support cases while guiding the daily work of the team.

• Coach, mentor, and develop team members to improve technical expertise and customer communication skills.

• Conduct regular 1:1s and team huddles focused on performance, development, and engagement.

• Foster a culture of collaboration, continuous learning, and accountability.

• Lead by example in demonstrating EROAD's values and commitment to customer success.

Customer & Operational Excellence

• Deliver an exceptional customer support experience through responsiveness, empathy, and technical accuracy.

• Handle escalated or complex customer cases and ensure proper root-cause resolution.

• Drive first-call resolution and ensure tickets are resolved within SLA targets.

• Partner with Product, Engineering, and Technical Account Management teams to address recurring issues and improve service delivery.

• Identify process gaps and recommend or implement improvements that enhance customer experience and team efficiency.

Performance & Process Management

• Monitor and report on key performance metrics, including SLA compliance, CSAT, case resolution times, and quality scores.

• Ensure support documentation, FAQs, and internal knowledge bases remain current and accurate.

• Contribute to cross-functional initiatives that improve customer outcomes and reduce case volume through proactive support.

• Support onboarding and training of new agents.

• Encourage innovation and adoption of tools and processes that streamline operations.

Competencies, Skills, and Experience

• 3+ years in technical support or customer operations within a SaaS and hardware environment.

• Prior experience as a senior agent, shift lead, or team lead preferred.

• Proven ability to balance individual workload with team leadership responsibilities.

• Strong understanding of call and case management best practices.

• Technical aptitude in troubleshooting software, hardware, and network issues.

• Familiarity with APIs, integrations, or connected device environments is a plus.

• Exceptional communication and problem-solving skills.

• Experience in Agile or continuous improvement environments desirable.

• Strong organizational and time management skills; able to thrive under pressure.

• Confident in managing customer escalations and resolving conflict constructively.

Why you'll love working at EROAD:

EROAD is a true success story in the tech sector! Publicly listed since 2012, we are represented on the NZX and ASX, and continue to grow rapidly across NZ, Australia, and the USA.

At EROAD, we value diversity and are a multicultural company with employees from all over the world. We are committed to investing in our people, demonstrated through our funded medical insurance plans, recognition programs, EAP offerings, and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives.

Join EROAD and be part of an organisation in growth mode. Your skills and expertise will make a significant impact. We are going places, and we would love you to join us. We can't wait to hear from you!!