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. For more information, visit

Job Summary:

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 and Android and iOS troubleshooting knowledge.
Networking communication protocols knowledge.
Previous exposure to Antivirus and Malware functionality would be a huge 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 language skills 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 cybersecurity or consumer software industry.