Technical Services Team Lead

Job Description
As a Technical Services Team Lead for our NonProfit market, you will lead the Technical Services Engineers, resolving cases for all products and services. You will be responsible for developing, coaching, and mentoring the Technical Services Engineering team members into technical experts and SQL gurus, enhancing our customers’ experiences, and strengthening our company results. Additionally, you will serve as the chief communication officer for your team, as well as the chief collaborator across teams regarding issues of a technical nature or trends.  
As a leader, you will:
Evaluate and provide real-time feedback on performance 
Train and/or ensure that the team is properly trained for their specific roles 
Schedule work hours and shifts 
Assist in resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling 
Identify and resolve workplace problems, including tardiness or absenteeism 
Set and help the team understand performance targets and goals 
Assist with the Technical Services hiring process 
You will also:
On-board, train, and mentor front-line Technical Services representatives, transferring expert system and product knowledge. Conduct 1:1s, coach, and provide feedback for direct report team members. 
Complete quality assurance/auditing for cases and Salesforce and JIRA. 
Act as the escalation point for the team's assigned customer group, advocating for customers and serving as their sounding board for significant issues. Drive resolution for high-priority issues across teams. 
Identify trends, risks, and opportunities for growth across products and bring them to the product meeting with dev/QA/manager. 
Collaborate with Strategic Relationship Manager, Launch and Education, and Product Strategy regarding customer business needs, trends, and feedback 
Monitor SWE results of each Product that you are assigned to