Team Lead - Technical Support (SDQ)

Position Summary:

Hire Horatio is looking for a proactive, technical Team Lead to guide a team delivering premier support for SaaS and EdTech clients. We need a leader who balances hands-on technical troubleshooting with a passion for coaching. If you are detail-oriented, thrive in fast-paced environments, and are ready to drive operational excellence in a "people-first" culture, this role is for you.

Responsibilities:

• Team Leadership: Coach and mentor specialists to exceed performance, quality, and SLA targets.
• Technical Escalation: Resolve complex or sensitive technical issues as the primary escalation point.
• Performance Tracking: Monitor metrics and workflows to identify trends and optimization opportunities.
• Quality Assurance: Ensure high accuracy in tickets, documentation, and team outputs.
• Proactive Solutions: Identify operational risks and implement improvements to prevent customer impact.
• Cross-Functional Collaboration: Align support practices with technical and product teams.
• Onboarding & Training: Lead the development and integration of new team members.

Required Skills/Abilities:

• Proven ability to lead and develop high-performing teams.
• Excellent (near-native) written and verbal communication skills in English.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.
• Advanced proficiency in Microsoft Excel/Google Sheets.
• Experience managing multiple communication channels (chat, social media, email, phone).
• Sales or e-commerce experience and understanding of sales metrics are a plus. 
• Ability to identify and address potential team and employee risks proactively.
• Strong interpersonal skills and ability to build positive relationships with employees and partners.
• Excellent work ethic and a passion for developing others.

Education and Experience:

• Experience: Proven background in Customer Service or Technical Support.
• Industry: Familiarity with SaaS platforms or the EdTech sector.
• Leadership: Experience leading or coordinating teams (formal or informal).
• Technical Skills: Strong troubleshooting ability and comfort with software platforms.
• Soft Skills: Highly proactive, detail-oriented, and excellent at communication.
• Adaptability: Comfortable in a fast-paced, performance-driven environment.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family, and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Ask any team member about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page, hirehoratiord, to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company with many opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people, we have in-house clinical psychologists.