Customer Service and Technical Support Team Lead

Our client, a global leader recognized for innovation and exceptional customer experience, is seeking an Onsite Customer Service & Technical Support Team Lead. This is a hands-on leadership role that combines team management, technical troubleshooting, and process improvement. The ideal candidate will be a system super user with strong experience in inventory-based businesses and after-sales service.

• Lead, coach, and develop a global team of customer service and technical support representatives.
• Actively participate in front-line support, including managing escalations and troubleshooting technical issues.
• Coordinate global schedules and workflows to ensure consistent support coverage across multiple time zones.
• Provide support to global B2B clients and end users on inquiries, product questions, and service issues.
• Oversee daily service operations and ensure alignment with SLAs and business priorities.
• Monitor and analyze key performance metrics (response time, resolution rate, CSAT, SLA compliance).
• Develop and maintain SOPs, troubleshooting guides, and training materials.
• Serve as a super user for Microsoft Dynamics CE and Navision (Business Central), providing first-line and advanced support.
• Collaborate with IT and system administrators to diagnose system bugs or process gaps and recommend solutions.

• 5 years of experience in customer service and technical support leadership roles.
• Strong technical knowledge of Microsoft Dynamics CE and Navision (Business Central).
• Proven experience managing global teams and working across multiple time zones.
• Background in inventory-based businesses (B2B preferred; B2C acceptable).
• Experience in after-sales and service environments.
• Excellent communication, problem-solving, and leadership skills.
• Ability to remain calm under pressure and take ownership of escalations.
• Must have a valid passport and be available for occasional international travel.
• Eligible to work in the United States (no visa sponsorship available).

• Onsite role in Irvine, CA.
• Training: First two weeks in Australia.
• Reports to Peter (COO) based in Australia.
• Approximately 70% transactional activities, 30% leadership duties.
• Must be comfortable handling customer calls and team escalation calls.
• Candidates unable to travel internationally will not be considered.

• Motivates & Engages Others
• Takes Action
• Explains Ideas & Issues Effectively
• Gathers Information for Effective Decision-Making
• Change Management
• Customer Focus
• Resource Management

• Base salary: $80,000 – $95,000 (depending on experience).
• Comprehensive benefits: medical/dental/vision/life/LTD (company pays 75% of premium), 401(k).
• Opportunities for professional development and growth.

Candidates must be eligible to work in the United States. Only candidates selected to move forward in the hiring process will be contacted.




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