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We are looking for a Customer Support Team Leader to join our growing and evolving team. The Support Team leader combines management skills with a technical approach to enable us to deliver the highest level of support to our users.
As a Team Leader, you will actively assist with troubleshooting technical support issues to your team and with the transfer of knowledge about our process according to our SLA.
You will be the main part of our support channel and constitutionally build our customers trust in our product and increase their loyalty.
Guiding the team members through daily tasks, handling the tasks that require more responsibility, supervising the work is being done according to the guidelines, strengthening team members capabilities to improve the overall support experience.
What you will be doing:
Taking full ownership of all Customer Support assignments and responsibilities.
Developing Methodologies, building workflows and defining all support operations.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Building, training and guiding the local support team.
Create skill ownerships and help all team members develop and grow.
Own the support queue and stand up to our SLAs.
Create and maintain processes with our R&D and Product team.
Oversee performance and team KPIs.
Ability to work with stakeholders from various teams.
Building a bridge and voice of the Support agents to the management.
Review and oversee all assigned customer support activities.
Assisting team members solving issues and escalation as needed.
Handling tasks that require more responsibility.
Oversee the day-to-day operations of the Support Team.
Act as a senior agent who will drive customer satisfaction through customer support.
Provide direct supervision of the technical support staff which may include: Evaluations, and disciplinary actions.
Be the point of contact when it comes to technical escalations.
Record and track team SLAs and workflows.

Were looking for a highly motivated Support Enablement Manager (Temporary Role) to join our amazing team.
As a member of the Support Enablement team, you will play a critical role in enabling support engineers to execute all technical aspects of their job and will work to maximize the support organization's effectiveness.
Responsibilities:
Advocate support and customers' needs with R&D and product teams during both the development period of features and retroactively on existing technologies.
Provide guidance about product features and how they work through the creation of technical content.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive delivery of technical content to the global support team.
Design and create technical onboarding and everboarding training content.
Identifying and understanding support inquiries and challenges, acting as their technical focal point, and working to fill in gaps.
Develop and implement a comprehensive support enablement strategy that aligns with the company's goals and objectives.
Utilize data and analytics to identify trends, measure the effectiveness of support enablement initiatives, and drive continuous improvement.
Serve as the primary point of contact for support inquiries and challenges, working to address gaps and improve overall support effectiveness.

Required Customer Support Team Leader
Join our Technical Support Team as a Technical Tier 1 Team Leader and lead a team of support agents to deliver top-tier customer service in a fast-paced fintech environment.
As a Customer Support Team Leader you will be responsible for:
Lead, mentor, and manage a team of 15 T1 support agents, ensuring full coverage and high performance.
Define and implement processes, tools, and best practices to meet team KPIs and service SLAs.
Oversee daily support operations, prioritizing incoming issues and driving improvements.
Collaborate with R&D, Product, Escalation, and CS teams to ensure customer issues are resolved effectively.
Foster a high-performance culture, developing team members' skills and career growth.
Identify and address customer experience gaps based on data-driven insights.

abra is recruiting for the position of Support and infrastructure leader for a project in the shipping industry. In this role, you will be responsible for the strategic planning, design, implementation, and maintenance of the company's IT infrastructure. The position requires managing the support team and ensuring the smooth and efficient operation of IT systems and services for both vessel and office users. The ideal candidate will have a deep understanding of IT infrastructure management, excellent leadership skills, and the ability to leverage technology strategically to achieve business objectives within the shipping industry. Key Responsibilities: Team Leadership & Development:
* Lead and mentor the IT support team, providing direction, support, and professional development opportunities.
* Establish a robust IT support framework, including efficient helpdesk operations to ensure timely and effective resolution of IT issues for both vessel and office users. Service Management:
* Implement and monitor key performance indicators (KPIs) to measure and improve support service levels.
* Oversee the service desk system, ensuring efficient case management and resolution.
* Analyze support cases to identify trends and areas for improvement.
* Develop and implement an annual support plan based on analysis and user feedback. IT Infrastructure Management:
* Oversee the design, deployment, and maintenance of the company’s IT infrastructure, including servers, networks, storage, and cloud services.
* Ensure the scalability, reliability, and security of IT systems to meet current and future business needs.
* Develop and enforce infrastructure policies, procedures, and standards to ensure compliance and best practices.
* Collaborate with the CIO to develop and execute an IT infrastructure strategy aligned with the company’s business goals. Vendor & Budget Management:
* Develop and maintain relationships with key technology vendors and service providers.
* Negotiate contracts and service level agreements (SLAs) to ensure high-quality and cost-effective services.
* Manage the IT infrastructure budget, including forecasting and cost control to ensure optimal use of resources. Innovation & Technology Integration:
* Identify and evaluate emerging technologies to drive innovation and operational efficiency.
* Align technology initiatives with the company’s strategic goals and business objectives. 24/7 Availability:
* Ensure round-the-clock availability to address critical IT issues and emergencies, providing continuous support for vessel and office users.

If you're online user (and let’s be honest, who isn’t?), you've probably run into those annoying, intrusive ads that ruin your browsing experience. That’s where we come in—your digital shield against bad ads. At GeoEdge , we’re more than just a cybersecurity company; we’re a tight-knit team of smart, fun, and passionate people who love what we do. We protect ad platforms, app developers, and website owners from malicious ads— all in real-time, before they cause damage. As a tenacious, bootstrapped startup with over a decade of experience, we embrace every challenge because cyber threats never sleep—and neither do we!

ABOUT THE JOB We seek a dynamic Head of Support to lead and elevate our global technical support operations. This role perfectly combines technical expertise, strategic leadership, and customer-centric problem-solving . You will ensure seamless issue resolution, optimize support processes and foster cross-functional collaboration to enhance customer experience. Beyond managing escalations and troubleshooting complex technical issues, you’ll be key in streamlining support workflows, improving response times, and ensuring customer success . Your leadership will directly influence how we support our clients, helping them maximize their technology stack and achieve their business goals. YOUR DAY-TO-DAY Lead, mentor, and develop a high-performing technical support team, fostering a culture of learning and excellence. Define and optimize support processes, best practices, and documentation to drive efficiency and scalability. Establish and track KPIs, metrics, and reporting systems to improve performance and customer satisfaction continuously. Act as a strategic bridge between Support, Product, Engineering, and Customer Success teams to ensure customer feedback drives meaningful improvements. Oversee the support ticketing system , ensuring proper prioritization, resource allocation, and resolution tracking. Triage and escalate critical issues directly to R&D while maintaining clear documentation and management updates. Develop new tools and solutions to enhance workflows and the customer support experience. Improve customer experience by refining response times, resolution rates, and satisfaction metrics. Manage customer integrations , proactively identifying solutions to optimize their use of our technology.