Support Team Lead

Support Team LeadA 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 developersEnsure high quality ticket handling and resolutionMonitor and improve support workflows and processesReduce repeat issues and unnecessary escalationsServe as escalation point for complex technical issuesPartner with product and development teams on improvementsMaintain clear communication with internal stakeholdersQualifications:5+ years in technical support or systems operationsPrior experience leading or mentoring a teamStrong communication and organizational skillsExperience working with ticketing systemsAbility to analyze issues and implement solutionsExperience working cross functionallyPreferred:Experience with ERP, logistics, or operational systemsFamiliarity with SQL or debugging workflowsExperience with tools such as JIRA, Asana, or similarExperience building SOPs or support documentationLocation: Newark, NJType: Full timeSalary: $120k-$160k