About this role

Mentor, coach and train support specialists to improve performance and growth
Act as the primary escalation point for complex, high-priority customer technical issues
Monitor key support metrics to identify bottlenecks and improve processes
Work with technical and functions teams to resolve bugs and improve product quality
Maintain a robust knowledge base and ensure accurate ticketing documentation
Develop and maintain flow of ticket resolution

2+ years of experience in a technical leadership or senior role
Experience working in the non-admitted wholesale insurance space
Hands-on experience with configurable vendor policy administration systems
Experience with C1 or Insurity products (strongly preferred)
Bachelor’s degree in Information Technology, Computer Science, or related discipline (preferred)
Equivalent professional experience will also be considered
Experience with SQL
Data analysis skills for reporting on support metrics
Experience working with vendor-configurable platforms or third-party software solutions

Technical Support Team Lead

Key skills