Team Leader – Technical Support Team, Iasi

2 weeks ago

Iasi Metropolitan Area, Romania IntelligentBee Full time €40,000 - €80,000 per year

The Challenge

We're looking for an experienced and people-oriented Team Leader to guide and support a growing team of Technical Support Specialists. This role requires both strong leadership capabilities and solid technical understanding, particularly in API-based platforms, SaaS tools, and integration workflows. You'll be responsible for people management, daily operations, and quality of service.

Details

Lead, coach, and motivate a team of L1/L2/L3 technical support engineers

Monitor team performance metrics (SLA, CSAT, FRT, resolution rate) and take corrective action as needed

Ensure high-quality support for technical customer requests via tickets, chat, and calls

Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex issues

Act as a technical escalation point when needed

Conduct regular 1:1s, team meetings, and performance reviews

Act as a point of contact for project leads regarding team capacity and delivery timelines

Assist in hiring, onboarding, and continuous training of new team members

Contribute to documentation, processes, and support strategy improvements

About You

Must have

2+ years of experience leading technical support or customer service teams

Prior hands-on experience in a technical support role (L1/L2/L3)

Strong organizational and time-management skills

Excellent communication and conflict resolution skills

Data-driven mindset and familiarity with team performance KPIs

Fluent in English (written and spoken)

Solid understanding of REST APIs, integrations, and web-based platforms

Basic troubleshooting skills (HTTP requests, logs, authentication issues)

Familiarity with support tools (Zendesk, Jira, Intercom, etc.)

Comfort working with SaaS platforms, ticketing systems, and knowledge bases

Ability to understand client use cases and support them from a business and technical perspective

Nice to have

Experience in B2B SaaS or startup environments

Exposure to Agile or project-based work structures

Familiarity with scripting, automation, or dashboards (not mandatory)

Ability to work across time zones or manage distributed teams

What We Offer

Working with new technologies and modern work environment.

Continuous professional development through trainings.

Office and home hybrid working.

Incentives and other bonuses – financial and non-financial.

Referral bonuses.

Extra vacation days.

Private health insurance for you and your family.

Meal tickets.

Various discounts for gym classes & other recreational activities.

Discount for office parking.

Excellent coffee, delicious snacks and drinks at the office.

Social and team-building activities.

An awesome team and a friendly work atmosphere.

IntelligentBee way of working and way of life

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