Technical Support Team Lead

Who are we?

Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard‑working people run and grow their businesses, with an end‑to‑end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more – all in one place!

We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI‑powered tools that will replace time‑consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire.

We’re looking for a highly skilled Technical Support Team Lead to guide and elevate our highest level of support. In this role, you will lead a team of Technical Support Representatives, ensuring high performance, strong technical execution, and consistent customer outcomes.

You will oversee and drive execution across four critical support domains:

• Development Escalations
• Billing / Fintech Support
• Phone Porting
• Import / API Support

You’ll be accountable for the overall performance and outcomes of these areas, ensuring escalations are handled with urgency and clarity, complex issues are resolved efficiently, and cross‑functional collaboration runs smoothly. You’ll also lead by example as a senior technical contributor, mentoring engineers and partnering closely with Product, Engineering, and Operations teams to continuously improve support quality and customer experience.

If you’re a strong technical problem solver who can also lead people, processes, and outcomes, this is the role for you.

• Lead and support a team of Technical Support Representatives, including coaching, feedback, and performance management.
• Own team workflows and execution standards, ensuring consistent case handling, documentation quality, and customer experience.
• Conduct regular 1:1s, team huddles, and performance check‑ins to support engagement, clarity, and development.
• Support hiring, onboarding, and training initiatives to build a strong and scalable Tier 3 team.
• Serve as the final internal escalation point for Tier 3 issues, ensuring speed, accuracy, and clear communication.

• Own the day‑to‑day oversight of Tier 3 Support operations across development escalations, Billing/Fintech support, Phone Porting, and Import/API support.
• Ensure consistent, high‑quality handling of escalations and complex technical/customer issues across your domains.
• Set expectations and drive performance across the team—prioritization, workload distribution, SLAs, and escalation standards.
• Identify trends and recurring pain points, then implement improvements to reduce ticket volume and improve resolution time.

• Act as a subject‑matter expert for advanced technical issues across the Workiz platform, including frontend/backend troubleshooting and API‑related incidents.
• Lead coordination with Engineering and Product on bugs, system incidents, and customer‑impacting issues ensuring correct prioritization, documentation, and follow‑through.
• Partner with internal stakeholders (Finance/Payments, Porting providers, Implementation/Onboarding, etc.) to improve workflows and reduce recurring issues.
• Create and maintain Tier 3 playbooks, escalation paths, and knowledge‑base documentation to enable scale and consistency.
• This is a hybrid role requiring in‑office collaboration on Tuesdays, Wednesdays, and Thursdays, with the flexibility for remote work on Mondays and Fridays.

• Strong understanding of SaaS applications and troubleshooting methodologies.
• 3+ years of experience providing advanced technical application support in a software environment, with a proven track record of resolving complex customer issues.
• 1+ years of people leadership experience, including mentoring, coaching, and accountability (formal management experience is a plus).
• Exceptional problem‑solving and critical‑thinking abilities, with the ability to diagnose and implement effective solutions for intricate technical…