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[hiring] Technical Support Team Lead @kitcheck 🔥


Apr 26, 2023 - Kitcheck is hiring a remote Technical Support Team Lead. 📍Location: USA.

At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers.  We empower our customers to deliver the right medicine to the right patient at the right time, every time.  We are a high growth healthcare software technology company with a start-up 'vibe' but over 1000 customers tracking medications using our proven and established solutions.


Bluesight is seeking an experienced Technical Support Team Lead with a strong background in high volume customer support, excellent technical skills, and experience leading teams and driving customer satisfaction. The Technical Support Team Lead will work directly with 3-5 Technical Support Engineers to manage them while also working directly with customers to provide an excellent support experience. This person will be responsible for ensuring their team is hitting or exceeding established metrics and SLAs, and will be responsible for escalations both from their team and up to the Technical Support Manager. 

The ideal candidate is a strong people leader, passionate about fostering teams and has an eye for the big picture. This person can operate in an environment that is often ambiguous and requires creativity to resolve issues.



Duties and Responsibilities

  • Manage a group of 3 - 5 Tech Support engineers
  • Conduct weekly 1:1’s and ongoing performance feedback sessions for performance/professional development coaching and act as a point of escalation.
  • Oversee the execution of the team’s projects including enterprise level, strategic and partnership projects and report on metrics related to these projects.
  • Be hands-on with the Support team, as a player-coach when you are not working with the team to get them running optimally, you’ll take on projects or tasks to help contribute to the team’s success metrics.
  • Responsible for team planning which may include out of office coverage, approving requests, distributing workload and maintaining a strong sense of team by facilitating team building exercises.
  • Establish standards of high-quality work and lead by example.
  • Work with the Technical Support Manager to develop and launch new strategies for scaling the Support team’s ability to resolve issues specifically by updating internal and external documentation to deflect support cases and resolve cases faster
  • Ensure team compliance with all regulatory requirements (including correct handling of sensitive data)
  • Ensure team compliance with Support ticket SLAs and be accountable for overall team metrics
  • Work with the Technical Support Manager to develop the team through hiring, coaching, and continuous improvement.
  • Work closely with the product team and other internal teams on company wide initiatives representing the Support team.


Qualifications and Skills

  • Bachelor’s degree strongly preferred
  • 5+ years of professional work experience; (client facing and/or experience in the healthcare industry a plus)
  • 4+ years of technical support and/or customer support experience, ideally for external customers
  • 2+ years of technical work (System Administration, Data Analytics, etc)
  • 2+ years experience managing direct reports or project teams of 3 or more people
  • High attention to detail and extremely organized
  • Excellent verbal and written communication skills and interpersonal skills
  • Ability to adapt to change, think critically, and work independently/remotely
  • A positive team-player attitude who is committed to getting things done
  • Must be flexible with scheduling to work with customers in different time zones
  • Travel up to 15% or 4 times a year required

This position is a fully remote role and is open to applicants in the continental United States.

This position is a remote position and open to applicants in the continental United States.


Why Bluesight?

Bluesight’s culture is built on innovation and teamwork. There’s room to grow and opportunities to take initiative. You will partner with sharp, motivated teammates looking to disrupt a massive industry—and have fun doing it.  We truly believe that where you work and what you do matters.  Join us as we revolutionize the hospital pharmacy landscape!

-Competitive salary

-Time off when you need it – unlimited vacation days!

-Generous insurance coverage

-401k program with a company match

-Employee stock options

-Fun, collaborative culture!


EOE AA M/F/VET/Disability


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.

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