Technical Support Team Leader

Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry's most trusted experts for eliminating threats, protecting privacy, digital identity, and data, and enabling cyber resilience.

With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence, and its technology is licensed by more than 180 of the world's most recognized technology brands.

Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world.

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About the Job

The
Technical Support Team Leader
for Bitdefender's
Consumer and B2B2C products
is responsible for leading and developing a high-performing technical support organization that delivers exceptional service quality across multiple channels and partner ecosystems.

This role ensures that both individual consumers and B2B2C clients receive outstanding technical assistance aligned with Bitdefender's quality standards, strict performance indicators, and business growth objectives.

Key Responsibilities

Team Leadership & Performance Management

• Lead, motivate, and develop the Consumer & B2B2C Technical Support teams to achieve and exceed defined performance targets.
• Allocate tasks within the team based on specific goals and individual and team KPIs.
• Define, monitor, and adjust individual performance indicators to align with company and departmental objectives.
• Conduct regular one-on-one meetings to evaluate team members' performance, provide feedback, and create improvement plans.
• Maintain team discipline, engagement, and effective communication.
• Act as the escalation point for complex or high-impact customer and partner issues.

Operational Excellence

• Ensure 24/7 delivery of high-quality technical support through email, remote sessions, live chat, and social media for consumer customers.
• Manage and enhance technical support delivery for B2B2C clients, ensuring business objectives and contractual KPIs are consistently met.
• Monitor daily operations to ensure compliance with performance targets and service level agreements.
• Oversee quality control activities for the Consumer Support team to maintain consistent service standards.
• Offer direct support for escalated cases when necessary and ensure timely resolution.
• Continuously optimize support processes to improve efficiency, resource usage, and revenue impact.

Reporting & Continuous Improvement

• Define reporting requirements and ensure accurate monitoring of performance indicators.
• Track progress toward business objectives and propose corrective actions when needed.
• Gather and communicate customer feedback to internal departments to support product development and improvement within the customer care department.

Qualifications & Skills

Required

• Advanced Windows troubleshooting skills.
• MAC OS, Android, and iOS troubleshooting knowledge.
• Networking communication protocols knowledge.
• Previous exposure to antivirus and malware functionality (a strong plus).
• Strong understanding of consumer software products and customer service operations.
• Excellent leadership, communication, and people management skills.
• Analytical thinking with the ability to synthesize data into actionable insights.
• Customer-oriented mindset and commitment to delivering exceptional service.
• Excellent written and verbal English language skills (other languages are a plus).

Preferred

• Basic Linux knowledge is a plus.
• Experience working with global customers in a 24/7 support environment.
• Familiarity with CRM, ticketing, and reporting tools.
• Previous experience in the cybersecurity or consumer software industry.