We are looking for a Tier 2 Team Lead to join our Support Department. In this role, you will play a pivotal role in ensuring seamless operations and achieving key performance indicators.
Your responsibilities will involve collaborating with cross-functional teams, including Account Managers, Partner Success, and R+D, to optimize workflows that genuinely address business requirements. Additionally, your technical expertise in JS, HTML, and CSS will be crucial in delivering exceptional customer service and tackling complex technical challenges.
What will you do:
Manage a team of Tier 2 Technical Support Specialists
Analyze metrics and maintain team KPIs
Collaborate with Account Managers, Partner Success and R&D teams
Become an expert in web accessibility
Drive excellent Customer Satisfaction by understanding and delivering against Customer expectations
Manage and provide resolutions to escalated tickets from tier 1 to help provide the best service for our clients
Escalate issues to R&D as needed and follow up diligently on those issues.
Your responsibilities will involve collaborating with cross-functional teams, including Account Managers, Partner Success, and R+D, to optimize workflows that genuinely address business requirements. Additionally, your technical expertise in JS, HTML, and CSS will be crucial in delivering exceptional customer service and tackling complex technical challenges.
What will you do:
Manage a team of Tier 2 Technical Support Specialists
Analyze metrics and maintain team KPIs
Collaborate with Account Managers, Partner Success and R&D teams
Become an expert in web accessibility
Drive excellent Customer Satisfaction by understanding and delivering against Customer expectations
Manage and provide resolutions to escalated tickets from tier 1 to help provide the best service for our clients
Escalate issues to R&D as needed and follow up diligently on those issues.
Requirements:
5-7 years experience in technical pre-sales/sales engineering or customer facing roles delivering technical products or services
2-3 years experience leading technical support teams
In depth knowledge and proven experience with web technologies (HTML, JS, CSS)
Customer facing person who is self-driven, agile and motivated
English is a MUST
QUALITIES
Outstanding interpersonal abilities, with strong written and verbal communication skills.
High Energy, self starter that is comfortable with ambiguity in start up Environments
Flexibility to work off hours as needed
Ability to work under pressure, prioritize and prove impact
Knowledge of web accessibility – nice to have.
5-7 years experience in technical pre-sales/sales engineering or customer facing roles delivering technical products or services
2-3 years experience leading technical support teams
In depth knowledge and proven experience with web technologies (HTML, JS, CSS)
Customer facing person who is self-driven, agile and motivated
English is a MUST
QUALITIES
Outstanding interpersonal abilities, with strong written and verbal communication skills.
High Energy, self starter that is comfortable with ambiguity in start up Environments
Flexibility to work off hours as needed
Ability to work under pressure, prioritize and prove impact
Knowledge of web accessibility – nice to have.
This position is open to all candidates.
