Team Lead - Technical Support

Say hello to possibilities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

This is where you and your skills come in. We're currently looking for: Team Leader

Position Objective: The Customer Support Team Leader manages a team of Technical Support agents, ensuring exceptional customer experience through coaching, performance management, and operational excellence. Responsible for day-to-day team operations, agent development, and meeting service level targets.

Key Responsibilities

• Supervise and coach technical support agents handling voice, email, and chat support channels

• Conduct daily team briefings on performance metrics, product updates, and policy changes

• Deliver ongoing coaching through 1:1s, triads, and side-by-side observations

• Monitor real-time performance and provide floor support to ensure SLA adherence

• Identify skill gaps and partner with enablement teams to address training needs

• Review calls, chats, and emails to ensure quality standards and compliance

• Manage escalated customer interactions and complex technical issues

• Monitor CSAT and DSAT predictions, executing recovery strategies for at-risk interactions

• Analyze Voice of Customer (VOC) feedback and implement improvement actions

• Drive open case management and resolution within established timeframes

• Track and manage team performance against KPIs including productivity, quality, and customer satisfaction

• Ensure team completion of required upskilling courses and certifications

• Maintain adherence to company policies, procedures, and compliance requirements

Required Qualifications

• 3-5 years of technical support experience in a call center or BPO environment

• 1-2 years of team lead, supervisor, or people management experience

• Proven track record of coaching and developing high-performing teams

• Strong technical aptitude with ability to troubleshoot and guide agents through complex issues

• Experience managing performance metrics (CSAT, AHT, FCR, quality scores)

• Excellent communication skills with ability to interact effectively across all organizational levels

• Proficiency with Google Workspace

Preferred Qualifications

• Experience with VOIP, networking, or call center technology solutions

• Background in implementation, consulting, or technical support for telecommunications

Key Competencies

• Leadership - Motivates and inspires team members to exceed performance goals

• Decision Making - Acts decisively to resolve team and customer issues

• Communication - Clearly articulates expectations and provides constructive feedback

• Analytical Thinking - Uses data to identify trends and drive performance improvements

• Adaptability - Thrives in a fast-paced, high-volume environment with changing priorities

• Customer Focus - Advocates for customer needs while balancing business objectives

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.