Helpdesk Support Team Lead

Join our dynamic team at SQUAREdomain as a full-time Helpdesk Support Team Lead. We are partnered with a leading provider of technology services seeking an individual who is passionate about delivering exceptional customer service.Key Responsibilities:Lead and motivate a team of Support Technicians focused on solving customer issues for over 300 clients.Ensure high-quality customer service and effective ticket resolutions that enhance client retention.Utilize platforms and dashboards to manage ticket assignments and track resolution metrics.Conduct regular ticket audits to optimize team performance and identify areas for improvement.Serve as a vital link between customer feedback and the Support Manager to refine our products and services.Essential Skills and Abilities:Proven ability to oversee help desk operations for approximately 80 clients, managing up to 80 tickets daily through strategic delegation and escalation.Strong commitment to customer satisfaction by anticipating needs and working collaboratively with internal teams on complex issues.Actively seek customer insights to inform leadership on opportunities for product and service enhancements.Build and maintain strong relationships with internal staff, customers, and vendor partners based on trust and reliability.Embrace challenges and view setbacks as opportunities for growth.Team Leadership:Establish clear schedules, goals, and expectations for the team.Monitor team performance and report on key metrics.Participate in recruitment processes to identify top talent.Address team feedback and conflicts promptly and effectively.Talent Development:Balance ticket assignments according to team member strengths for optimal learning and growth.Identify training needs and coach team members accordingly.Collaborate with the Support Manager to create and implement training programs.

Join avride as an IT Team Lead, where you will spearhead a talented team of IT professionals in delivering innovative technology solutions. In this pivotal role, you will oversee project management, guide technical strategies, and ensure seamless IT operations that align with our organizational goals.

Semperis is on a mission to be a Force for Good. The company focuses on employee well-being, growth, and work-life balance. Recognition includes the Inc. 5000 list of America’s Fastest-Growing Cybersecurity Companies, DUNS 100 Top Startup to Work For, and several Inc. Best Workplace awards. Role Overview The FedRAMP DevOps Team Lead guides the deployment, orchestration, and secure operation of FedRAMP-authorized identity and security products. This is a dual role: hands-on architecture work paired with leading, mentoring, and developing a DevOps team in a regulated federal environment. Location and Eligibility U.S. citizenship is required. Candidates must be based in one of the following locations: Phoenix, AZ Washington, D.C. Hoboken, NJ Dallas, TX Austin, TX What You Will Do Lead and improve build/release pipelines and GitOps workflows within the FedRAMP boundary. Provide daily leadership, coaching, and performance management for DevOps engineers. Design and manage Azure Government Cloud infrastructure using Terraform and Terragrunt. Administer AKS clusters, including Istio, secure networking, web application firewall configurations, and Zero Trust models (PIM/RBAC). Ensure CI/CD pipelines, automation scripts, and documentation meet FedRAMP compliance requirements. Oversee observability platforms such as Open Telemetry, Azure Monitor, and Prometheus/Grafana, maintaining SLAs, SLOs, and reliability standards. Manage logging, audit trails, and data indexing with OpenSearch according to FedRAMP controls.

Join RealtimeBoard Global as a People Operations Team Lead, where you will play a pivotal role in shaping our HR strategies and enhancing the employee experience. In this leadership position, you will be responsible for overseeing the People Operations team, driving initiatives to foster a positive workplace culture, and ensuring operational excellence across HR functions. Your expertise in people management and strategic HR practices will be critical in supporting our growth and ensuring our team is engaged and empowered.

Job Overview:As a Technical Account Manager (TAM) Team Lead at Genetec, you will spearhead a dedicated team of Technical Account Managers responsible for delivering exceptional support to our strategic customers utilizing our advanced platform. In this pivotal role, you will ensure that each TAM acts as the technical account owner for their assigned clientele while being accountable for team performance and customer satisfaction across the board. You will serve as the primary escalation point for complex issues and report directly to senior management.In addition to your leadership responsibilities, you will also directly manage a select number of strategic accounts, applying your expertise as a Technical Account Manager.This position blends team leadership, high-level customer engagement, and a profound technical understanding of enterprise physical security ecosystems. Collaboration with the Dedicated Client Care and Support leadership will be essential as you drive proactive service initiatives, manage escalations effectively, and deliver measurable value to our customers.Your Day at a Glance:Leadership & Team Management:Lead, mentor, and develop your team of TAMs focused on enterprise accounts.Ensure adherence to established standards and processes by all team members.Define, monitor, and enhance team KPIs for continuous improvement.Conduct regular 1:1 sessions, performance evaluations, and development plans while fostering internal mobility.Strategic Customer Ownership:Establish a clear governance model for each account, ensuring TAMs maintain robust customer relationships.Proactively engage in resolving major incidents and escalations while developing action plans to restore trust.SOW Governance & Delivery Excellence:Ensure TAM activities are in line with contractual SOWs regarding scope of services, hours, and deliverables.Set and enforce standards for scope interpretation and communication of exclusions.Collaborate with Sales, Legal, and Professional Services on SOW design for new enterprise agreements and renewals.Incident, SLA & Escalation Management:Own the escalation framework and ensure TAMs consistently apply it during critical incidents.Analyze major incidents with the team and drive corrective actions across Support, Operations, and Engineering.Adoption, Change Management & Value Realization:Ensure TAMs promote feature adoption, optimize workflows, and achieve measurable outcomes.Physical Security & Integration Focus:Guide your team on best practices for integrating Genetec solutions within customer ecosystems.Work closely with Product and Engineering to relay field insights back into product roadmaps and integration priorities.Cross-Functional Collaboration:Partner with dedicated client care and support teams to enhance service delivery.

Role Overview Wise is looking for a Risk Team Lead in Austin to help protect our financial services and keep operations running smoothly. This role leads a team focused on risk management, guiding efforts to identify, assess, and address risks across the business. What You Will Do Manage and mentor a team responsible for risk management activities Develop and implement strategies that support secure and efficient operations Ensure compliance with industry standards and regulatory requirements Work closely with other departments to identify and reduce potential risks Promote consistent best practices across teams Location This position is based in Austin.

Freenet Health Corp. is a pioneering healthcare management services company dedicated to supporting telehealth and mobile practice providers, specializing in medical billing services. We are excited to announce our search for a skilled billing professional to join our dedicated team at Woundlocal, focused on mobile wound care practices.Position Summary: We are seeking a clinically certified medical billing expert with substantial experience in Medicare billing and the verification of both commercial and federal insurance benefits. The ideal candidate will be proficient in overseeing and training staff in verifying patient benefits, reviewing provider documentation, delivering real-time feedback to medical teams, ensuring timely submissions to payers, managing claim denials, submitting appeals, and billing secondary insurance. This role encompasses all claims related to advanced wound care services and allograft skin substitutes.Key Responsibilities:Guide team members on work queues, assignments, and priorities.Foster a positive team culture and enhance team dynamics.Coordinate internal training programs and external strategic learning sessions.Provide precise responses to queries from providers, management, and internal staff.Identify process inefficiencies, investigate their origins, and propose actionable solutions.Oversee expert remote coders to ensure accurate assignment of complex codes and scenarios.Analyze aging accounts receivable and lost client revenue, offering strategic recommendations.Act as a liaison with third-party billing companies while building a strong internal team.Promote a culture of excellence, integrity, and collaboration.Additional responsibilities may be assigned based on the candidate's experience and expertise.Daily Competencies:Review and analyze medical documentation for accurate coding and billing.Assign appropriate codes for diagnoses, procedures, and services in accordance with established guidelines.Stay informed about coding standards and insurance requirements, including ICD-10, CPT, and HCPCS.Collaborate with healthcare providers to clarify documentation and ensure its completeness.Identify and rectify discrepancies in medical records and coding for precise claims processing.Re-evaluate and resubmit appeals for denied patient claims.Keep current with changes in coding regulations.Assist in audits, providing necessary documentation for compliance and quality assurance.Disseminate coding-related information and billing updates to management and providers as changes occur.

Join our dynamic team as the Texas Flood & Stormwater Team Lead, where you will play a critical role in managing and directing stormwater management projects. Your expertise will guide a team of professionals in delivering innovative solutions to meet the challenges posed by flooding and stormwater issues in Texas. This position requires strong leadership abilities, technical knowledge, and a commitment to excellence in project execution.As a leader, you will collaborate with various stakeholders, ensuring projects are completed on time and within budget. You will also be responsible for mentoring junior staff and fostering a collaborative team environment.

Lead Product ManagerAustin, TX - On-site 4 days a weekAbout AcrisureAcrisure is a prominent global fintech leader dedicated to empowering dynamic businesses and individuals with bespoke solutions that stimulate growth and create impactful results. We seamlessly blend revolutionary technology with expert human support to provide customized services in insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services, and more.Over the last decade, Acrisure has expanded remarkably, growing from $38 million in revenue to nearly $5 billion, all while employing over 19,000 professionals across 20+ countries. Our foundation is built on an entrepreneurial spirit, emphasizing leadership, accountability, and collaboration — enabling our teams to operate at peak performance and tackle significant challenges.Acrisure Innovation serves as the technological and product engine driving this transformation, developing AI-driven platforms and enterprise software aimed at redefining the delivery of risk management, data, and financial services in the global economy.Role SummaryWe are in search of a Lead Product Manager to play a pivotal role in shaping and launching next-generation software platforms that drive Acrisure’s digital transformation. This position operates at the intersection of product strategy, engineering, data, and business operations. You will collaborate closely with engineering, design, and business stakeholders to define product vision, prioritize roadmap initiatives, and deliver scalable solutions that make a meaningful impact.

Join our dynamic team at Artech Information Systems LLC as a Deskside Support Specialist. In this role, you will provide essential technical support to our clients, ensuring they have the resources they need to succeed. We are looking for a proactive individual who can troubleshoot issues, assist with hardware and software installations, and enhance user experience.

Join Apptronik as an IT Support Specialist and become a critical part of our innovative team. In this role, you will be responsible for providing technical support and troubleshooting for our internal systems. You will work closely with various departments to ensure that all IT-related issues are resolved promptly, enabling our team to work efficiently and effectively.Your responsibilities will include managing help desk requests, maintaining hardware and software systems, and assisting with the implementation of new technologies. A strong customer service mindset is essential as you will be the first point of contact for IT-related queries.

Important: Zello never asks for sensitive information such as bank account details or checks during hiring. Official communication comes only from zello.com email addresses. If anything seems suspicious, contact recruiting@zello.com. Zello creates a voice-first communication platform used by deskless workers around the world. Over 175 million people depend on Zello’s push-to-talk app, which processes about 9 billion messages each month. The platform supports frontline workers, helps people during emergencies, and assists first responders globally. Role overview The L2 Support Engineer acts as the bridge between the Product Advocate (L1) team and Engineering. This position handles second-level technical support, focusing on advanced issues involving the app, network, and API integrations. Work includes direct interaction with enterprise customers and developers to resolve complex problems. The L2 Support Engineer helps maintain Zello’s reliability for organizations that rely on the platform daily. This role reports to the Product Advocate Manager and works closely with Product, Engineering, Sales, and Customer Success teams. Mission Provide deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise clients and the Product Advocate team. Key focus areas Advanced troubleshooting and root-cause analysis Managing escalations and coordinating with multiple teams Supporting API, SDK, and integration efforts Assisting with enterprise implementations Responsibilities Advanced troubleshooting and root-cause analysis Investigate technical issues that exceed the scope of L1 support Use diagnostic tools, logs, and APIs to pinpoint root causes Reproduce and document product bugs for the Engineering team

Join Mindful Support Services as a Business Development Manager and make a significant impact in the mental health care sector. We are seeking a dynamic and results-driven individual to lead our business development initiatives, fostering relationships with stakeholders and driving growth in our services.Your role will involve identifying new business opportunities, developing strategic partnerships, and enhancing our outreach efforts to ensure we meet the evolving needs of our clients. You will collaborate with cross-functional teams, bringing innovative ideas to life and contributing to a supportive and inclusive work environment.

About Future Secure AI Future Secure AI develops artificial intelligence solutions for global enterprises. The company focuses on tackling complex challenges across industries, guided by a set of BRAVER values: bravery, rigor, and curiosity. Leadership encourages open communication and values each employee’s role in the community. Professional growth is a priority, and success is seen as a shared journey. Role Overview The Customer Support Engineer will join the Austin, TX headquarters as a key member of the support team. This position acts as the main point of contact for customers, providing technical assistance and resolving complex issues related to the Future Secure AI platform. The role involves helping users with onboarding, troubleshooting, and explaining platform features. Customer feedback will be shared with product and engineering teams to improve the platform. What You Will Do Serve as the primary technical support contact for customers Assist users with onboarding and platform navigation Troubleshoot and resolve technical issues Clarify platform functionalities for users Advocate for customer needs within the organization Provide feedback to product and engineering teams Who Thrives Here Problem solvers with a technical background People who enjoy helping others and explaining technical concepts Those interested in the intersection of AI and security

Join the dynamic team at Catalate as a B2B Technical Support Specialist, where you will play a pivotal role in delivering exceptional customer support to our business partners. You will be responsible for troubleshooting technical issues, providing solutions, and ensuring a seamless user experience with our products.

Join our dynamic team at Artech Information Systems LLC as a Desktop Support Specialist. In this role, you will be the first line of support for our clients, ensuring their technology needs are met with efficiency and professionalism. You will troubleshoot hardware and software issues, install new systems, and provide excellent customer service.

About SwapAt Swap, we are pioneering the future of commerce through our innovative AI-driven platform. We connect backend operations seamlessly with a cutting-edge storefront experience, empowering brands to sell products globally.Our platform is designed for brands that aspire to sell anything, anywhere. Swap centralizes global operations, streamlines intelligent workflows, and enables margin-enhancing decisions through real-time data insights. Our comprehensive suite of products includes features for cross-border sales, tax compliance, returns management, demand forecasting, and our state-of-the-art agentic storefront, providing merchants with complete transparency and the confidence to take action.We are cultivating a company culture that emphasizes clarity, creativity, and shared responsibility as we reshape the landscape of global commerce.About the RoleWe are looking for a dependable, organized, and technically adept Technical Support Specialist who thrives on problem-solving and delivering exceptional customer experiences. In this role, you will address technical inquiries from merchants, diagnose platform issues, and ensure timely and precise resolutions.This position fuses customer support with technical investigation: you will be part troubleshooter, part educator, and part liaison between merchants and our product and engineering teams. You will engage with various workflows, from analyzing API logs to assisting merchants with customs documentation, and play a vital role in enhancing our support function as we expand.Collaboration with our Customer Experience, Product, and Engineering teams will be crucial to keeping merchants on track and continuously improving our support processes.

Job SummaryAt MicroVentures, we are pioneering a unique fusion of crowdfunding and venture capital, enabling both accredited and non-accredited investors to access investment opportunities in promising startups. Our platform provides angel investors with the chance to invest alongside seasoned venture capitalists, often on equal terms. We are on the lookout for dedicated and service-oriented individuals to help us transform the way investors engage with and invest in private companies!Your Role at MicroVentures:As a Client Support Specialist, you will be pivotal in delivering an outstanding client experience across various communication channels, including chat, email, and phone. On a typical day, your responsibilities will include:1) Cultivating strong relationships by educating clients about the investment process and addressing their inquiries throughout their investment journey.2) Resolving current client issues to meet their immediate needs while identifying opportunities to enhance future client interactions.3) Collaborating with your team to tackle existing client challenges and improve the systems and processes utilized by MicroVentures.

Sona builds workforce management software for frontline organizations. Many of these teams still rely on paper, spreadsheets, or legacy systems to coordinate their most important asset: people. Sona’s platform brings together scheduling, HR, payroll, and communication tools, helping large frontline employers improve staffing and empower their teams. In just four years, Sona has reached over 100,000 frontline workers and grown to more than 140 employees. The company has raised over $100 million from investors such as Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, Notion Capital, and angel investors including Tom Blomfield (Monzo). Role Overview Sona is hiring its first Technical Support Engineer in the US. This hybrid role is based in Austin and works closely with the UK support team, as well as the Solutions Architect and Project Manager in Austin. The position focuses on supporting US customers and shaping the support function in this region. What You Will Do Provide technical support to customers via email and live chat Troubleshoot complex product issues and communicate findings to the development team Assist customers with product configuration, data uploads, and User Acceptance Testing (UAT) before launch Act as a bridge between customers and internal teams, ensuring smooth onboarding and successful go-live experiences Collaborate across time zones with colleagues in the UK and Austin Help shape support processes and influence how the US support operation develops What Makes This Role Unique First technical support hire in the US, with the chance to build and refine local processes Work closely with experienced teams in both the US and UK Gain hands-on exposure to Sona’s platform and customer base Opportunity to make a visible impact on customer experience and company growth Location Hybrid role based in Austin.

Discover an unparalleled opportunity in the world of customer support as a Senior Product Support Specialist at Fyxer.About FyxerSince our inception in May 2024, Fyxer has experienced rapid growth, achieving an impressive $35 million in Annual Recurring Revenue (ARR). We are on a mission to revolutionize productivity with our AI-powered executive assistant, designed to manage emails, scheduling, and follow-ups, allowing professionals in client-focused roles to concentrate on delivering exceptional service to their customers.Your ResponsibilitiesServe as the first point of contact for customer support via chat, email, and video, efficiently resolving issues from start to finish with minimal supervision.Analyze and troubleshoot intricate technical problems, escalating to the Product Engineering team only when absolutely necessary.Identify trends in customer issues and transform them into process enhancements, knowledge base articles, and actionable insights for the broader team.Act as a liaison among Support, Sales, Product, and Customer Success teams, ensuring seamless communication and resolution of issues.Contribute to the scalability of our support operations by influencing tooling choices, workflow design, and team playbooks.You will be supported by robust Customer Success and Product Engineering teams, equipped with the tools, training, and autonomy needed to proactively address customer concerns, deliver impactful solutions, and accelerate your career growth.Indicators of SuccessYou demonstrate independence and sound judgment, effectively managing your time, priorities, and output without constant oversight.You leverage AI in your daily tasks, sharing insights on its efficacy and future potential.You consistently resolve complex technical challenges with proficiency and promptness.You take the initiative to enhance key support workflows.You are a trusted collaborator, sought after by your colleagues for your expertise.You maintain strong connections with your team, even in a remote setting, through proactive communication and timely updates.QualificationsA minimum of 5 years of experience in customer or technical support within a B2B SaaS environment.Exceptional written and verbal communication skills.Strong troubleshooting abilities, with a passion for problem-solving and creative solutions.A collaborative spirit with the ability to connect effectively across departments.