Technical Support Team Leader

About the role

We are a premium residential lighting organization seeking a hands‑on Technical Support Team Leader. You will lead a small, high‑performing support team while staying actively involved in live customer interactions across phone, email, and chat.

Key responsibilities

• Provide day‑to‑day leadership and coaching for a technical support team.
• Act as the primary escalation point for advanced product and application questions.
• Resolve complex issues related to installation, assembly, specifications, and troubleshooting.
• Collaborate with customer service, internal stakeholders, and vendors to ensure timely resolution.
• Track support activity using CRM/ERP platforms such as Microsoft Dynamics 365.
• Maintain service standards and reinforce a professional, detail‑oriented service approach.

Required profile

• Background in home lighting products with strong technical knowledge.
• Prior experience in technical or product support, preferably with people‑management responsibilities.
• Proven ability to handle escalated issues with sound judgment.
• Excellent communication skills across phone, email, and chat.

Required skills

• Microsoft Dynamics 365

What we offer

• Leadership role in a design‑driven product business.
• Stable onsite schedule (Monday‑Friday, 8 AM‑5 PM).
• Bonus opportunity and company‑sponsored medical coverage.
• Dental, vision, and 401(k) with company match.