Lighting Solutions Team Lead

What You Will Do: Provide day-to-day leadership for a technical support team while staying actively involved in live support work Coach and support direct reports, with prior experience leading a small team strongly preferred Act as the main point of escalation for advanced product and application questions Resolve issues involving installation, assembly, product specifications, and general troubleshooting Support a broad customer audience, including homeowners, designers, builders, architects, and related partners Partner closely with customer service and internal stakeholders to drive timely, accurate issue resolution Coordinate with vendors when outside input is needed to address product-related concerns Help maintain service standards across daily call, email, and chat volume Track support activity through CRM and ERP platforms, including Microsoft Dynamics 365 or similar systems Reinforce a service approach that reflects professionalism, responsiveness, and attention to detail What You Bring A background in home lighting products is required. Candidates must demonstrate a strong understanding of residential lighting technologies and applications. Prior experience in technical support, product support, or a related customer-facing function Leadership experience preferred, ideally with direct people management responsibility Strong coaching ability and a lead-from-the-front management style Experience handling escalated issues with professionalism and sound judgment Comfort communicating across phone, email, and chat channels CRM or ERP & Microsoft Dynamics 365 experience required. Excellent communication skills, strong presentation, and customer-facing professionalism Delivers a customer experience that reflects the standards of a high-end brand.

Ideal Candidate Profile: Hands-on leader who enjoys balancing team oversight with direct support activity