Team Lead, Technical Support

At Braze, we have found our people.We're a genuinely approachable, exceptionally kind, and intensely passionate crew.We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.To flourish here, you must be prepared to set a high bar for yourself and those around you.There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back.If Braze sounds like a place where you can thrive, we can't wait to meet you.WHAT YOU'LL DOAs a Team Lead in our Global Technical Support team, you will play a crucial role in leading a local team of support agents committed to fostering strong post-sale technical relationships with our customers.Your core responsibilities will include ensuring your team meets their KPIs, conducting regular one-on-one meetings, providing feedback, and mapping out career development plans.You will oversee daily operations to ensure the delivery of high-quality support and actively mentor and develop your team members to foster their growth and success.Your responsibilities will include managing people processes such as hiring and performance management, and you will be accountable for your team's performance in collaboration with your manager.You will create opportunities for growth by mentoring and teaching, providing feedback on projects, and collaborating with your manager to enhance the work of others.You will instill a growth mindset in your team, sharing your expert knowledge to facilitate their development.In addition to leading projects where you may indirectly manage team members and provide feedback on projects beyond your core area of expertise, you will regularly monitor team performance, offering constructive feedback to boost overall effectiveness.You will also serve as the primary escalation point for complex customer issues, ensuring exceptional customer satisfaction.WHO YOU ARE Proven experience in a technical support role, with a minimum of 1-2 years in a supervisory or team lead positionExpertise in addressing complex and time-sensitive technical support challenges effectivelyExcellent communication skills and customer-centric attitudeKnowledge of case management processes, including issue resolution, escalation management, and knowledge-centered supportWorking knowledge of case management tools like Salesforce, Zendesk or similar ticketing systemTalent for synthesizing complex ideas and communicating them in a way others can easily understandExperience with the following technologies will be considered a plus: HTML, CSS, JavaScript, APIs, and/or SQLExperience with the following tools will be considered a plus: Postman, Snowflake, and/or Kibana WHAT WE OFFERBraze benefits vary by location, and we encourage you to review our specific benefits offerings for each country .More details on benefits plans will be provided if you receive an offer of employment.From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony.Braze offers benefits such as: Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and a yearly learning stipendA curated in-office employee experience, designed to foster community, team connections, and innovationOpportunities to give back to your community, including an annual company-wide Volunteer Week and donation matchingEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to Work® ABOUT BRAZEBraze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.TM Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.Braze is proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.In ****, we were recognized as one of Built In's Best Places to Work.In ****, we were included in U.S. News & World Report's Best Companies to Work For (Top 10%) and recognized in Great Place to Work's Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.Additionally, we were featured in Great Place to Work UK's Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices.We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria.If this sounds familiar, we encourage you to apply, as we'd love to meet you.Please see our for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.