Customer Support Operations Team Lead (Technical)

Job overview

The Customer Support Operations Team Lead (Technical) role is onsite in Concord, NC. Compensation is listed as $26–$29 per year in the source, with no different pay period specified. DNP Imagingcomm America Corporation supports photo retail solutions and manufactures and develops dye-sublimation media for photo printers in Concord. The role coordinates day-to-day technical support operations, provides coaching and escalation assistance, and helps monitor queues and service trends. It contributes to timely issue resolution and improved customer support through documentation, training support, and recommendations for process improvements.

What you'll do

• Coach and mentor Technical Support Representatives
• assist with complex escalations
• monitor queues, ticket aging, incoming volume, and workload distribution
• review support interactions and cases for coaching opportunities
• support onboarding and training
• identify customer feedback and recurring issue trends
• coordinate with warehouse, logistics, Customer Service, and Operations on shipping issues
• maintain and update knowledge resources and documentation
• track support metrics and operational concerns.

What we're looking for

Skills & competencies

customer support operations team lead

technical support

concord nc

dnp imagingcomm america

escalation support

ticket queues

customer experience

knowledge base

support documentation

team coaching

process improvement

crm systems

microsoft 365

$26–$29 per year

Work arrangement

• Weekend coverage required

Why this role

At least three years of customer service, technical support, or support operations experience is required. Associate degree or equivalent experience and prior leadership experience are preferred. Formal supervisory authority remains with the Technical Support Manager.

About the employer

DNP Imagingcomm America Corporation is hiring for this role. Industry: Other Communications Equipment Manufacturing. Sector: 33.