Team Lead, Technical Support – Mid/night Shift (17:00 - 02:00)

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 are currently looking for our new Team Lead within the Technical Support team.

Position Objective: The Team Lead, Technical Support manages a team of Technical Support T1, T2 and SMEs, 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.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

Key Responsibilities

• Supervise and coach technical support T1, T2 and SMEs, who handle 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
• 2-5 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
• English Language proficiency – C1/C2 – a must

Preferred Qualifications

• Experience with VOIP, networking, or call center technology solutions
• Background in implementation, consulting, or technical support for telecommunications
• Spanish/French language proficiency – B2/C1 – would be considered an advantage

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

What We Offer:

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• 102,26 EUR/200 BGN Digital Food Vouchers.
• 61,36 EUR/120 BGN Gross as part of the salary for Working Expenses Allowance.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.