Technical Support Team Lead

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire. 

Join us to do the best work of your career, solving meaningful problems with remarkable teams.

Deel is hiring an Team Lead, Technical Support, to provide services to Greenhouse as its Employer of Record (more information here).

As a Team Lead, you’ll play a hybrid role between an individual contributor and a people leader, balancing hands-on support work with leadership responsibilities. You’ll provide direct support to customers while also helping to guide and mentor a team of Technical Support Specialists.

In this role, you’ll work closely with our Customer Success, Product, and Engineering teams to ensure our customers receive top-tier support while also driving process improvements, workflow efficiency, and team development.

This role may require occasional weekend availability as part of an on-call rotation, to ensure timely support for critical customer issues when needed.

Who will love this job

• A natural mentor – You enjoy coaching and supporting others while still being hands-on.
• A problem solver – You think critically to diagnose issues and find creative solutions.
• A collaborator – You thrive in a team environment and work cross-functionally to improve the customer experience.
• A strong communicator – You can break down complex technical concepts for both technical and non-technical audiences.
• A customer champion – You advocate for customer needs and ensure they receive the best possible support.
  
  

What you’ll do

• Provide direct technical support to customers via email and live chat, ensuring timely and effective resolution of issues.
• Serve as an escalation point for complex technical inquiries, troubleshooting issues and guiding team members through resolution.
• Assist with mentoring and training Technical Support Specialists, sharing best practices and helping them develop their skills.
• Help streamline processes, identify inefficiencies, and drive continuous improvements in team operations.
• Partner with internal teams (Product, Engineering, Customer Success) to advocate for customer needs and provide insights on recurring issues.
• Support team management efforts, such as onboarding, workload distribution, and performance tracking.
  
  

You should have

• 3+ years of experience in a customer-facing technical support role with work experience on both email and live chat channels (preferably in SaaS). 
• Experience with Zendesk, JIRA, Salesforce, or similar support and ticketing tools.
• Strong problem-solving and analytical skills, with the ability to troubleshoot technical issues effectively.
• Excellent written and verbal communication skills, with the ability to simplify complex topics for customers.
• A passion for mentorship and team development, with experience coaching or guiding others.
• Strong organizational skills and ability to balance hands-on support work with leadership responsibilities.
• Experience working with cross-functional teams to drive improvements in customer experience.

By applying for this role, you warrant that you have a valid work pass the right to lawfully work in Singapore. If you do not have a valid work pass the right to work in Singapore, we reserve the right to rescind or terminate our ongoing or offer of employment at any time. Deel also may request evidence of your right to lawfully work in Singapore. 

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Who we are

At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. 

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Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io.

Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.