Tier II Technical Support Team Lead

Yesterday

Apply Now

Receive Emails with Similar Jobs

Owner.com

WebsiteLinkedInAll Job Openings

Owner is the all-in-one platform for managing a restaurant's digital presence. We empower restaurant owners to truly own their restaurant, on the web. Our product helps them take back control from large corporations who are stealing their customer relationships and charging them unfair fees.

11 - 50 employees

📋 Description

• Elevate the technical strength of Support: You’ll coach Tier II specialists to become confident, consistent, and high-performing troubleshooters capable of handling complex customer and system issues. • Improve quality across the entire Support org: Through QA calibration, SOP governance, and training partnerships, you’ll help reduce repeat escalations and improve customer experience end-to-end. • Increase operational efficiency: By refining workflows, monitoring team metrics, and driving clearer processes, you’ll help Tier II meet and exceed goals around SLA adherence, one-call resolution, and productivity. • Scale Tier II sustainably: You’ll help build the systems, documentation, and training required for Tier II to grow into a fully mature technical support function.

🎯 Requirements

• 3–6 years of customer support or technical support experience, ideally in SaaS. • 1–3 years of experience coaching, mentoring, or leading a technical support function (Team Lead, SME, Supervisor, or similar). • Strong technical troubleshooting skills—comfortable digging into complex workflows, APIs, integrations, sync logic, and platform behavior. • Proven ability to elevate team performance through coaching, QA calibration, and feedback loops. • Familiarity with Salesforce, RingDNA/Talkdesk, Jira/Linear, admin consoles, log analysis, or similar support tools. • Comfortable managing escalations and communicating clearly with both technical and non-technical audiences. • Skilled in identifying patterns, surfacing product gaps, and advocating for long-term fixes. • A calm, supportive leader who thrives in fast-paced, high-volume environments. • Spanish/English bilingual fluency is a strong plus. • Restaurant, hospitality, or marketplace support experience is a plus.

🏖️ Benefits

• comprehensive health coverage • work from anywhere • unlimited PTO - plus extra fun perks!