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.
Requirements: Bachelors degree.
High level of service orientation.
Previous experience of handling a team for 2 years.
Experience in ticketing platform.
Fluent English speaker.
Experience with Zendesk or a similar platform.
Data & Analytical knowledge is a plus
Tech savvy, ability to manage and prioritize multiple investigations.
Time management set & meet deadlines for assigned investigations.
Strong problem solving/troubleshooting skills and communication with different departments.
Can-do approach, out-of-the-box-thinking abilities and committed to constantly improving and willingness to enhance your technical skills.
Team player and fast learner with excellent social skills.
Customer service experience from a Tech Company/Startup Must.
Previous work experience with Jira, BigQuery, Confluence and Postman is a huge plus.
Character traits were looking for:
You are an execution machine determined to achieve your objectives.
You have a track record of learning complex fields and subjects quickly and in depth.
Have a customer-oriented mindset with great attention to details.
Have a high level of empathy and enjoy helping people.
Strong work ethic you do whatever it takes to deliver quality outcomes in strict time frames.
This position is open to all candidates.