A growing company is seeking a Support Team Lead to oversee and strengthen its support function. This is a leadership role responsible for managing a team of support developers, ensuring high standards of ticket quality, and driving continuous improvement across support operations.

The ideal candidate has a strong technical support background and is comfortable leading a team, enforcing accountability, and improving processes. This role requires someone who can identify recurring issues, reduce escalations, and implement structured workflows to improve efficiency and reliability.

This position also involves working closely with product, development, and internal teams to resolve complex issues, improve systems, and ensure clear communication across departments.

Key Responsibilities:

• Lead and manage a team of support developers

• Ensure high quality ticket handling and resolution

• Monitor and improve support workflows and processes

• Reduce repeat issues and unnecessary escalations

• Serve as escalation point for complex technical issues

• Partner with product and development teams on improvements

• Maintain clear communication with internal stakeholders

Qualifications:

• 5+ years in technical support or systems operations

• Prior experience leading or mentoring a team

• Strong communication and organizational skills

• Experience working with ticketing systems

• Ability to analyze issues and implement solutions

• Experience working cross functionally

Preferred:

• Experience with ERP, logistics, or operational systems

• Familiarity with SQL or debugging workflows

• Experience with tools such as JIRA, Asana, or similar

• Experience building SOPs or support documentation

Location: Newark, NJ

Type: Full time

Salary: $120k-$160k

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