Job Summary

Lead Operational Excellence as a Technical Support Team Lead - SketchUp Are you an empathetic, speed-focused technical leader with a passion for building high-performing support teams and delighting creative professionals? Trimble is seeking a dynamic Technical Support Team Lead to guide and elevate our SketchUp support organization. In this pivotal role, you will oversee day-to-day operations, drive operational efficiency, and cultivate a culture of continuous learning and mutual trust across our front-line support agents.

Responsibilities

- People Leadership & Agent Development: Conduct weekly 1-on-1 coaching sessions, drive onboarding for new hires (interviewing, training, tailored plans), and actively cultivate a team environment built on reliability, positivity, and psychological safety.
- Real-Time Queue & Capacity Management: Monitor and adjust agent schedules in real time. Manually balance case distribution across 40+ support processes and step in for queue overflow (emails, chats, calls) during peak volumes to ensure every SLA is met.
- Escalation Management & De-escalation: Serve as the primary point of contact for high-stakes customer escalations, stepping in to resolve complex issues and serving as the final internal authority before cases escalate to Tier II or Engineering.
- Quality Assurance & Process Ownership: Audit agent cases to maintain high-quality standards, update Standard Operating Procedures (SOPs), identify workflow gaps, and implement immediate contingency plans for operational risks like outages or volume spikes.
- Release Readiness & Change Management: Represent the Customer Support perspective during User Acceptance Testing (UAT)



and product release cycles to ensure team readiness for Day 1 support needs.

Essential Skills & Experience

- Education & Professional Background: Bachelor s degree in Arts and Sciences, Computer Science, or equivalent practical experience, combined with 1-2 years of technical support experience.
- Leadership & Coaching: Demonstrated ability to lead, coach, and develop front-line agents, with a strong commitment to setting clear expectations and holding team members accountable.
- Customer Focus & De-escalation: Exceptional written and verbal communication skills with a compassionate, customer-first approach and proven success in de-escalating high-stakes situations.
- Process & Analytical Mastery: Solid process orientation, meticulous attention to detail, and proven critical thinking skills applied to root-cause analysis and queue optimization.
- Time & Urgency Management: Outstanding organizational skills to balance high volume, response speed, and resolution quality in a fast-paced, rapidly evolving environment.

Bonus Points For

- Direct experience supporting SketchUp or similar 3D modeling, CAD, or graphic design software ecosystems.
- Familiarity with enterprise support ticketing platforms, phone/chat management tools, and workforce management (WFM) scheduling systems.
- Proven track record in process mapping, SOP development, and driving cross-functional change management.

Logistics

- Department: SketchUp / Customer Support
- Job Type: Full-Time
- Location: Chennai

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Support Lead (Tamil Nadu)
🏢 Trimble
📍 Tamil Nadu