Field Support Team Lead

The Team Lead oversees the day-to-day operations of the Field Support operations, ensuring agents meet performance expectations and delivering accurate, efficient support to field technicians and internal teams. This role serves as the first point of escalation for complex technical issues and works closely with the Senior QA & Trainer and management to drive team performance, accountability, and continuous improvement.

Key Responsibilities

• Supervise and support a team of Field Support operations Specialists, providing day-to-day guidance and oversight
• Serve as the first point of escalation for complex or unresolved technical issues during live operations
• Monitor team performance against key metrics and work with the QA & Trainer to address gaps
• Conduct regular one-on-ones, team huddles, and performance check-ins to keep agents engaged and aligned
• Coordinate staffing, scheduling, and workl...