Team Lead, Deployment Support
Solink
Team Lead, Deployment Support
Location: Ottawa, ON | Hybrid preferred
Department: Deployment Support
Reports To: Karina Solymar - Manager, Deployment Support, Configuration and Quality
Type: Permanent | Full-Time
About Solink
At Solink, our mission is to safeguard what matters most. We provide businesses with the tools to know sooner and act faster by transforming video security into real-time operational insights.
Our cloud-based platform integrates seamlessly with your existing cameras and systems, turning them into intelligent sensors that detect and interpret key moments. This empowers teams to make data-driven decisions, enhance security, and improve operational efficiency.
Trusted by over 30,000 locations across 32+ countries - including brands like McDonald’s and JYSK - Solink delivers clarity when it counts. Our solutions help businesses reduce shrink, optimize performance, and respond proactively to potential threats.
We're growing rapidly, earning industry recognition, and scaling with purpose. We’ve been recognized by Deloitte’s Fast 50™ and Fast 500™, Business Intelligence Group, and as one of Ottawa’s Best Places to Work. And we’re just getting started!
The Role
Solink is looking for a Team Lead, Deployment Support — someone DRIVEN by people, process, and performance. You’ll be the anchor of our deployment support team, providing superb team leadership in technical support contact centre environment, acting as a coach and the go-to escalation point, and ensuring scheduling and ticketing workflows run smoothly. You’ll manage a team of live support agents and systems like Hubspot, Salesforce, Zendesk, and Jira with precision, always keeping service targets in sight.
You’re a natural communicator who knows how to adapt to your audience — whether you’re collaborating with Product to squash bugs or coaching a team member through a tricky install. You thrive on helping others grow, solve problems, and do their best work. You’re energized by fast-paced environments, have a sharp eye for technical issues, and take ownership from problem to resolution. Above all, you’re committed to making every customer’s experience with Solink exceptional.
What You’ll Do
Support the DST team as they correspond with our network of installation service providers to successfully and economically deploy our service to locations worldwide,
Manage escalations related to troubleshooting networking and CCTV hardware and software,
Serve as a subject matter expert on Solink’s deployment processes.
Work with internal resources to eliminate deployment delays while continually driving to reduce deployment times,
Be a problem solver - use all the tools in your toolbelt and know when to escalate to external teams to combat a hurdle that is impeding deployment,
Collaborate with various Solink teams (Project Managers, Support, Sales, etc) to delight our customers with the first introduction to our product at install,
Manage project handoff to influence a seamless process for customers upon deployment completion
Lead daily, weekly and monthly stand up and status update meetings.
Lead a team of deployment support technicians and foster their learning and development and motivate them to achieve DST performance targets.
You will manage the team's performance KPIs i.e. productivity, CSAT, efficiency.
Lead, manage the DST team as they correspond with our network of installation service providers to successfully and economically deploy our service to locations worldwide,
You will evaluate the performance of deployment support technicians, including motivating, mentoring, training and coaching needs
You will manage and supervise daily workflow, various daily technician activities, including contact quality monitoring
You will continually develop improvements and embed successful change projects
You will take proactive actions to ensure technicians’ schedule adherence and presence at work and drive quality and consistency in their performance
You will resolve escalated representative issues and determine appropriate actions for successful resolution
You will be active and constructively participating in team meetings on relevant issues with technicians and upper management to provide updates on performance management and project progress
You will identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
You will identify and implement strategies to improve quality of service and productivity
You will maintain and improve operations by monitoring system performance, identifying and resolving problems, completing action plans, completing audits and analyses, managing system and process improvement and quality assurance programs
You will ensure the Team delivers a world class customer experience to our customers and partners via our support channels
What You Bring
Must-Have:
1-3 years of leadership experience, specifically in technical support or solution delivery roles
Experience serving as a point of escalation and managing teams toward KPI targets with a track record of success
Must be able to understand multi-tier system architectures and have good technical analysis and debugging skills
You have a thorough understanding of IP networking
You are proficient with basic and advanced forms of technology, including computers & software applications (MS Office, Teams, etc.)
You have experience using a suite of support based tools (ie: Hubspot, Zendesk,Salesforce, Intercom, etc) and you are comfortable with Google Apps (Gmail, docs, calendar)
You have experience in working with SaaS business/enterprise applications
A self-starter and strategic thinker who brings innovative ideas and solutions to solve problems and move the business forward.
Passionate about People, Product, and Process, with a focus on service excellence and enhancing the customer experience.
Skilled in automating and improving processes to boost efficiency, while meeting pre-defined SLAs.
Proven ability to take ownership of problems from identification through to resolution.
Strong communicator and collaborator, able to work across departments and at all levels—both independently and in team settings.
Thrives in fast-paced environments with the ability to multitask, prioritize, and meet concurrent deadlines.
Detail-oriented and organized, with a high degree of professionalism, empathy, and initiative.
Confident leader and proactive team player who supports installers, customers, and projects with courtesy and professionalism.
Quick to adapt to new policies and procedures, with a constant drive to build valuable relationships and contribute to company growth.
Nice-to-Have:
Spanish and/or French fluency.
Experience working within a SaaS model.
Experience working with CCTV (Closed Circuit Television Monitoring).
Security Requirements
Candidates must undergo a criminal records check upon hire;
Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
Be willing to comply with Solink’s own security policies and standards.
Our Values
We do things the Solink way:
Act with URGENCY – Our customers move fast, so we do too.
Deliver with QUALITY – We sweat the details and hold a high bar.
Win with TEAM – No egos. Just outcomes, built together.
Lead with TRUST – We earn it through clarity, consistency, and care.
These aren’t just words—they shape how we hire, lead, and grow.
Why Solink?
We’re not just building tech - we’re building a place where great people do great work.
Clarity and trust: Where the role allows, we support flexibility in how and where work gets done - and we’re upfront about what’s required.
Meaningful equity: Every full-time, permanent employee has a stake in our growth.
Comprehensive benefits: Fully paid health & dental (no waiting period) + $500 health spending account.
Wellness support: Monthly reimbursement for fitness, wellness, or mental health programs.
Growth through merit: Advancement is based on contribution, initiative, and the ability to raise the bar - together.
Candid culture: Clear expectations, honest feedback, and no politics.
Social connection: From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.
What to Expect from the Hiring Process
We respect your time and value transparency. Here’s a general idea of what to expect:
Intro call with our Talent Team
Interview with the Hiring Manager
Role-relevant task or case (if applicable)
Final interviews with cross-functional team members
Offer & onboarding 🎉
Please note: this is subject to change at any point in the recruitment process based on the needs of the business.
How to Apply
Submit your resume and a short cover letter via our [Careers Page]. Let us know what excites you about this role, and how you’d help move Solink forward.