Team Lead, Implementation & Support

What you'll do

• Lead and mentor the Implementation & Support team providing technical guidance, coaching, and support
• Own and drive resolution for high-impact customer investigations related to marketing discrepancies, data quality issues, attribution questions
• Serve as a senior technical escalation point for customers and internal teams
• Establish best practices for Support operations including ticket prioritization, customer communication standards, escalation workflows
• Host technical office hours, create enablement resources, and coach team members on complex concepts
• Identify opportunities to improve team efficiency through automation, tooling, and process improvements
• Own and maintain documentation standards across Implementation and Support
• Strengthen feedback loop between Support, Product, and Engineering by identifying recurring customer challenges and advocating for product improvements
• Partner with Implementation leadership to improve onboarding quality and identify recurring technical challenges

Requirements

• 5+ years of experience in technical implementation, solutions engineering, analytics, marketing technology, or related technical customer-facing roles
• Experience mentoring or managing Support team members
• Strong expertise in digital marketing measurement including paid media, affiliates, email, offline channels
• Deep understanding of attribution models, identity resolution, data collection methodologies
• Hands-on experience troubleshooting complex technical implementations involving pixels, APIs, webhooks, batch files, and data integrations
• Proven ability to serve as a technical escalation point and collaborate cross-functionally
• Excellent customer-facing communication skills
• Demonstrated track record of driving operational improvements including process design, documentation standards, automation, and team enablement
• Strong leadership and coaching skills
• Highly organized and able to manage multiple high-priority workstreams
• Bachelor’s degree in a technical, analytical, or business-related field or equivalent practical experience

Tech stack

Benefits