Technical Support Supervisor/Team Leader

Our Support Department operates 24/7, 365 days a year, and we are expanding our leadership team. We are looking for a Support Supervisor/Manager who can lead by example, guide agents, and also work hands?on with technical support tasks. This role requires flexibility, strong analytical thinking, and the ability to manage both people and processes in a fast?paced environment.
A standard work week is 40 hours, with paid overtime available when authorized.

What You’ll Do (Leadership + Hands?On Technical Work)
Leadership Responsibilities
- Supervise, mentor, and support a team of customer service and technical support agents.
- Monitor performance, provide coaching, and ensure KPIs, SLAs, and quality standards are met.
- Handle escalations and guide agents through complex customer issues.
- Review tickets, chats, and call logs to identify training needs and process improvements.
- Coordinate shift schedules, coverage, and workflow distribution across a 24/7 operation.
- Work closely with management to improve service quality, efficiency, and customer satisfaction.
- Assist with hiring, onboarding, and training new agents.
Hands?On Technical Support Responsibilities
- Connect with customers via phone, email, ticket support, and live chat to deliver a personalized help desk experience without scripts.
- Walk customers through setup and troubleshooting of:
- Game servers
- VPS and dedicated servers
- Web hosting, cPanel, FTP clients
- Email services
- Other hosting?related systems
- Diagnose and resolve technical issues with a structured, analytical approach.
- Provide customer feedback to leadership to improve products, services, and user experience.
- Assist with marketing tasks when needed.
- Support other agents with customer service, sales, and technical inquiries.

What You’ll Get
- Competitive pay rate.
- Bonuses based on customer feedback (“Kudos”).
- Opportunities for overtime.
- Advancement opportunities after 90 days.
- Leadership and technical training to support your growth.
- Work?from?home convenience — no commute required.

Ideal Candidates MUST Have
- Excellent English writing and speaking skills.
- Strong technical mindset and troubleshooting ability.
- Stable, high?speed internet connection.
- Ability to work effectively from home.
- Self?motivation and the ability to work independently or with a team.
- Help Desk or Call Center experience.
- Basic website and WordPress knowledge.
- Prior experience in a supervisory, team lead, or managerial role OR strong leadership potential with analytical skills.

Ideal Candidates Also Have
- Experience with video games and game?server configuration/setup.
- Experience with web hosting environments.
- Familiarity with Linux systems (Ubuntu, CentOS, RedHat).
- Familiarity with Windows systems (Windows Server 2016/2019/2022, Windows 10/11).
- A helpful, friendly, and customer?focused attitude.
- A degree in an IT?related field.
- Certifications (CompTIA, Microsoft, Google, etc.).
- Strong diagnostic and analytical thinking skills.
- Experience managing or mentoring support teams.

Additional Details
This is a full?time, long?term remote position.
Due to our international and Canadian operations, flexibility in scheduling is preferred as we operate 24/7/365.
You must have:
- A reliable computer capable of running graphical applications (games, Microsoft Office, etc.)
- Stable, high?speed internet
- A quiet, professional work environment
We conduct our own assessments during the selection process (English proficiency, background check, IQ, etc.).

How to Apply
If this role interests you and you feel you meet the requirements above, please complete the application form at:
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Include any supporting information that may strengthen your application.
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