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Technical Excellence Lead
Full-time
About the Role
As Technical Excellence Lead, you will spend the majority of your time actively servicing customers across all channels (with focus on complex/B2B cases), while supporting the Technical Excellence Manager by handling advanced technical issues, mentoring on complex troubleshooting, and driving AI/technical deflection - ensuring swift, accurate resolutions and contributing to a world-class customer experience and global consistency across all markets.
Key responsibilities
Customer servicing (primary ~80% of role): Handle live customer interactions across tickets, chat and calls, resolving complex technical queries (especially B2B: integrations, SLAs, multi-user issues) with high accuracy and speed
Handle escalated technical tickets during shift: Provide expert troubleshooting and resolution
Mentor Customer Ambassadors on complex technical issues, AI tool usage and troubleshooting techniques
Contribute to self-service technical content (guides, API docs, integration materials) in collaboration with Enablement & Quality
Monitor and improve deflection during shift via AI/chatbot flows and technical self-service promotion
Act as the first escalation point for technical issues during your shift
Support B2B account coordination (liaison with manager/sales on handoffs and check-ins)
Contribute to team-wide goals on CSAT, deflection, and waste reduction through expert technical support
Essential
Proven technical performance: ≥85% success on escalated/complex tickets
Strong diagnostic and mentoring skills on technical topics
Demonstrated use of AI tools and contribution to deflection
Commitment to global consistency and a world-class customer experience
Desirable
2+ years as a Customer Ambassador (or equivalent experience)
Experience supporting B2B customers (integrations, SLAs, enterprise scenarios)
Familiarity with technical self-service content creation
Key competencies
Technical problem-solving
Mentoring & knowledge sharing
B2B customer focus
AI/tool proficiency
Shared Team KPI Contribution
Support CSAT ≥92% through accurate complex resolutions
Drive Self-Service Deflection ≥40% via AI/technical self-service
Reduce preventable tickets 15-20% YoY through escalation prevention and root-cause sharing
