Technical Support Team Lead

**WHAT WE DO**

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.

**WHY WE DO IT**

We care about our family, our work, our community, our country.

We're passionate about EMPOWERING EVERY SME TO SUCCEED.

And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.

Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.

So get curious.

Rise to the challenge.

Don't settle for average.

Shoot for amazing.

We're here to change the game, the norm, the world,

Because when we change something for the better, we change ourselves too.

You are.

We are.

Lula

**OUR VALUES**

**Collaborative **_- we're a clan and work together as a team, always towards a common goal_

**Committed**_ - we're accountable and follow through no matter the challenge_

**Curious **_- we look for better ways to do things and make a positive difference_

**Connected**_ - we stay close to, learn from and look to understand each other and our customers_

**Compassionate**_ - we go out of our way to care about our colleagues, our customers and our community_

**OVERALL PURPOSE**

We are seeking a highly skilled and motivated Technical Support Team Lead to join our dynamic team. As the Technical Support Team Lead, you will play a critical role in providing exceptional technical assistance to our internal teams and ensuring the smooth operation of the technical support team. You will lead and mentor a team of technical support specialists, guiding them in troubleshooting and resolving complex technical issues while maintaining all internal company infrastructure and resources.

Responsibilities will include:

- **Team Leadership**: Provide strong leadership to the technical support team by setting clear goals, monitoring performance, and conducting regular coaching and feedback sessions. Foster a collaborative and positive work environment that promotes teamwork, knowledge sharing, and continuous improvement.
- ** IT Support**: Oversee the technical support process, ensuring prompt and effective responses to inquiries, issues, and concerns. Act as an escalation point for complex cases, working closely with team members to resolve critical problems.
- ** Technical Expertise**: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Use this knowledge to assist the team in troubleshooting and resolving technical issues promptly and accurately.
- ** Process Improvement**: Continuously review and optimise support procedures and workflows to enhance team efficiency. Identify areas for improvement and implement action plans to increase the team's effectiveness.
- ** Training and Development**: Conduct regular training sessions to keep the team up-to-date with product knowledge, technical skills, and best practices. Encourage individual growth and support team members' professional development.
- ** Metrics and Reporting**: Monitor and analyse key performance indicators (KPIs) to evaluate the team's performance and identify trends or areas needing improvement. Prepare and present regular reports on team metrics and achievements to management.
- ** Collaboration**: Work closely with cross-functional teams, including product development, quality assurance, and customer success, to address technical issues and gather feedback.

**THE COMPETENCIES WE'RE AFTER**
- Quick learner
- Ability to work collaboratively
- High attention to detail
- Self-motivated
- Highly credible and trustworthy
- Open and honest
- Strong planning skills and ability to prioritise
- Adaptable and flexible
- Resilient to change and ambiguity

**THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR**
- Matric certificate or equivalent
- 5+ years of experience in technical support or a similar customer/user-facing role
- 1+ years of experience in a leadership or supervisory position
- Excellent problem-solving and troubleshooting skills, with a keen eye for detail
- Outstanding communication and interpersonal skills, with a user-centric approach
- Experience with Zendesk and Jira is a plus
- Ability to work under pressure, prioritise tasks, and meet deadlines
- Demonstrated ability to motivate and inspire team members to achieve their best
- A proactive, self-driven attitude with a passion for continuous learning and improvement
- Knowledge of networking and Azure cloud-based technologies is advantageous