Technical Support Lead

More about this opportunity

As Wamly’s Technical Support Lead, you’ll lead the charge in delivering world-class support experiences while empowering both clients and internal teams through top-notch training and system improvements. You’ll manage multi-channel support, maintain training content in our LMS system, and drive process enhancements that scale with our growth. With a strong grasp of the Wamly platform, you’ll be the quality checkpoint for escalations, a mentor to the support team, and a key contributor to our ISO27001 compliance journey—all while turning support into a strategic advantage.

Duties and Responsibilities

• Client & Candidate Support Responsibilities
  • Deliver timely, friendly, and accurate support via phone, email, and live chat.
  • Troubleshoot and resolve client and candidate issues with a solutions-driven approach.
  • Act as the first line of triage and validation before escalating issues to the development team.

  • Ensure every interaction reflects Wamly’s values of service excellence and professionalism.

• Support Operations & Process Improvement
  • Monitor and document frequently occurring issues in Support SOPs to streamline future resolutions.
  • Identify and propose enhancements to support workflows and systems for greater efficiency.

  • Maintain a strong pulse on recurring pain points and proactively suggest platform improvements.

• Training & Knowledge Management
  • Lead the development and maintenance of internal training content via Zoho Learn.
  • Create and update client-facing training materials to ensure accurate and accessible guidance.

  • Ensure knowledge bases are always current, intuitive, and helpful for both internal and external users.

• Internal Enablement & Team Development
  • Mentor and upskill support team members through hands-on guidance and coaching.
  • Facilitate regular knowledge-sharing sessions and onboarding for new support staff.

  • Promote a culture of continuous learning and performance excellence.

• Quality Assurance & Platform Expertise
  • Act as a quality gatekeeper—validating support issues thoroughly before escalation.
  • Maintain deep product knowledge to confidently support and represent the Wamly platform.

  • Drive consistency in support delivery by championing best practices and support standards.

• Compliance & Cross-Functional Collaboration
  • Work closely with the Operations team to support ISO27001 compliance efforts.
  • Contribute to building scalable, auditable support systems that align with regulatory frameworks.

  • Partner across departments to ensure seamless alignment between support, product, and operations.

• Strategic Contribution
  • Use frontline insights to shape customer experience strategies and service improvements.

  • Position support as a strategic lever for customer success and sustainable growth.

Skills Required

• Exceptional verbal and written communication skills
• Deep understanding of customer service principles
• Proficient in support platforms and tools (Freshdesk, Zoho Desk, Zendesk etc)
• Strong troubleshooting and technical problem-solving ability
• Process-driven mindset with an eye for efficiency
• Experience with Learning Management Systems (LMS)
• High level of digital literacy – ability to easily understand and use various systems (Zoho Products, Google Workspace, AWS quicksight etc)
• Knowledge of SOP creation and knowledge base management
• Basic understanding of compliance and data security principles
  
  

• Senior National Certificate (Required)
• Degree / Diploma (Desirable)
• 5 years in a similar role
• Experience in B2B SaaS, technology, or software industries preferred
• Excellent English skills