Technical Support Team Lead | Customer Care

We're Base44, a newly acquired part of Wix, on a mission to change how products and apps get built. Our AI-powered platform allows anyone to create custom applications using natural language, with no traditional coding required. We operate like a startup within Wix: fast-moving, collaborative, and focused on solving complex problems with simple, elegant solutions.

We're here for anyone who wants to build: creators, solo founders, startups, entrepreneurs, side hustlers, and everyone in between. Whether you're launching a product, validating a concept, or chasing a hunch, Base44 gives you the power to make it real.

We're looking for a highly motivated, curious, and dynamic Technical Support Team Lead to join our growing Customer Care group. This is a unique opportunity to play a pivotal role in a fast-paced, cutting-edge AI product environment. As a leader with a builder mindset, you won't just manage a team. You'll bridge technical support, product, and engineering, and help shape how our users build software with AI.

Responsibilities

Manage the team queue and prioritize tickets based on urgency and SLAs, protecting the user experience with top-quality, high-touch support; Use support data and KPIs to identify bottlenecks, optimize team workflows, and continuously improve support quality; Foster personal and technical career development, mentor technical experts to excel, and help them take ownership and grow; Act as a key feedback loop by translating user roadblocks and data insights into actionable product improvements and bug priorities, alongside R&D and Product teams; Take full ownership in a fast-paced, young, and evolving organization: shape your role, propose new initiatives, and drive cross-functional projects

Requirements

2+ years leading technical support or customer-facing technical teams, with hands-on experience in queue management, SLA tracking, and driving team output; Strong analytical skills, with a track record of using data, dashboards, and metrics to drive decisions and improve overall performance; A self-starter who thrives in an evolving, flexible environment, ready to define processes, build structure, and own new initiatives from scratch; Exceptional interpersonal skills, with experience mentoring technical experts and building strong team cohesion; Hands-on experience building with Base44 (or similar AI app; builders like Lovable, Bolt, or Replit), and the ability to understand user problems from the builder’s point of view; High technical curiosity and a passion for building and experimenting with modern software

Nice to have

Strong understanding of web technologies (HTML/CSS/JS), client-server architecture, and APIs; Experience with browser DevTools and troubleshooting tools such as Postman