Customer and Technical Support Team Lead – Heating

Bromic Heating is a global leader in premium outdoor heating solutions, delivering exceptional products and experiences to customers around the world. We are seeking a Customer Service & Technical Support Team Lead based in our Irvine, California office. In this role, you will lead and coach a global support team, drive operational excellence, and ensure world-class service for B2B clients, end users, and internal teams.

Role Responsibilities:

• Lead & Develop the Team: Manage, coach, and mentor a global team of customer service and technical support representatives, fostering a collaborative, accountable, and customer-focused culture.

• Front-Line Support & Escalations: Actively participate in high-priority cases, troubleshoot complex issues, and manage escalations to ensure timely resolution.

• Operational Management: Oversee daily global support operations, monitor KPIs, maintain SOPs and training materials, and standardize processes across regions.

• Customer & Aftersales Support: Provide B2B client and end-user support, handle product inquiries, manage escalated cases, and build strong relationships with key accounts.

• Internal Systems Support: Assist internal users with Microsoft Dynamics CE and Navision, troubleshoot workflow issues, support system testing, and ensure clear communication of updates and process changes.

Who we are looking for:

• Hands-On Leader: Approachable, leads by example, and actively supports the team in daily operations.

• Customer-Focused: Balances the needs of both internal users and external clients to ensure exceptional service.

• Technically Proficient: Strong understanding of Microsoft Dynamics CE and Navision functionality, with the ability to troubleshoot and guide others.

• Culturally Aware & Collaborative: Works effectively with international teams and clients, communicating proactively across functions.

• Calm Under Pressure: Takes ownership, remains composed during high-stakes situations, and drives accountability and results.

If you’re ready to lead a global support team and drive exceptional service for Bromic Heating, we’d love to hear from you. Apply via the form below to join our Irvine, California office and make an impact across our international operations.