Job Description

Technical Support Team Lead

Purple Cow Internet - Halifax, NS

Full Time, remote

Customer Experience Team

Lead the team that customers count on when their world goes offline.

Nothing stops life faster than Wi-Fi that won't work and at Purple Cow, our Technical Support team is the backbone of our entire customer experience. We don't script-troubleshoot. We don't shrug and blame the device. We stay with customers, get curious, and solve real problems with empathy, accuracy, and grit.

We're looking for a Technical Support Team Lead who is equal parts technical SME and customer experience champion - someone who loves elevating people and refining processes. This role leads the team that handles the most complex inbound support issues across our internet (TPIA and Fibre),Wi-Fi, phone, and TV. You'll be developing, coaching, supporting, elevating, and building a culture of relentless customer care.

What You'll Do

Lead a High-Performing Technical Support Team

Provide daily leadership, guidance, and escalation support to a team of Technical Support Specialists. Run structured weekly team meetings that anchor the team on performance, customer experience themes, and upcoming changes. Build a culture of curiosity and accountability

Raise the Bar on Customer Experience

Ensure customers feel supported, understood, and cared for, not rushed or redirected. Lead the team through outages, service disruptions, and high-stress moments with calm clarity and high empathy. Never stop at "your device is the problem" -- always dig deeper.

Coach, Develop, and Elevate Talent

Conduct regular ride-alongs, call/message evaluations, and technical skill assessments. Deliver bi-weekly 1:1s focused on metric achievement, growth, technical competency, sentiment improvement, and behavioral coaching. Own the quarterly and annual review process for your team. Identify skill gaps early and build targeted training plans.

Drive Operational Excellence

Partner closely with Customer Care leadership to ensure customers experience seamless, accurate support. Support queue health and performance through real-time leadership Reinforce consistency in troubleshooting, documentation, and customer communication.

Who You Are

A

coach at heart

, who loves seeing people grow. A

technical problem-solver

who can break down complex issues into clear, understandable steps. Calm under pressure, especially during outages or high-volume moments. Obsessed with customer experience and how technical support shapes it. Excellent at balancing empathy with clarity -- customers feel safe in your hands. A natural leader who elevates the room, sets pace and tone, and leads by example. Organized, structured, and able to manage a large team with consistency.

What You Bring

Experience leading a technical support or customer experience team. Strong understanding of Wi-Fi, internet troubleshooting, and customer connectivity issues. Proven ability to coach, train, and develop talent. Exceptional communication skills -- written, verbal, and interpersonal. Comfort working in fast-paced environments with evolving tools, products, and expectations. A customer-first mindset that never gives up on a problem.
Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits:

Dental care Employee assistance program Extended health care Paid time off Vision care Work from home
Work Location: Remote