Recruit, manage and coach a team of 24/7 technical support engineers focusing on our top-tier and enterprise accounts
Manage the flow of day to day operations, lead and prioritize workload and handle escalations
Responsible for new employee onboarding, ongoing training, and knowledge management
Conduct hands-on technical investigation for customer tickets that are being escalated
Onboarding of new products/features to be supported to ensure the one-stop-shop operation
Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization
Build relationships with customer teams and internal stakeholders
Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region
Initiate, plan and execute cross-functional projects as part of Support strategy
Manage the flow of day to day operations, lead and prioritize workload and handle escalations
Responsible for new employee onboarding, ongoing training, and knowledge management
Conduct hands-on technical investigation for customer tickets that are being escalated
Onboarding of new products/features to be supported to ensure the one-stop-shop operation
Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization
Build relationships with customer teams and internal stakeholders
Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region
Initiate, plan and execute cross-functional projects as part of Support strategy
Requirements:
5 or more years of hands-on technical support experience in B2C SAAS companies
3 or more years as a Team Lead/people manager
Excellent verbal and written communication skills in English – MUST
Preferred experience within a multinational organization in a global company
Experience in providing services to agreed SLAs and to meet KPIs
Experience working with global R&D and Product teams
Experience managing business and/or direct client escalations
Manage hands-on projects and comply with business deadlines
Passion for customer service, relationship building, and self learning, with great troubleshooting skills
Experience mentoring, developing, and motivating engineering teams
Ability to multi-task, work under pressure and tight deadlines and time management
Bachelors Degree or Equivalent in related fields
5 or more years of hands-on technical support experience in B2C SAAS companies
3 or more years as a Team Lead/people manager
Excellent verbal and written communication skills in English – MUST
Preferred experience within a multinational organization in a global company
Experience in providing services to agreed SLAs and to meet KPIs
Experience working with global R&D and Product teams
Experience managing business and/or direct client escalations
Manage hands-on projects and comply with business deadlines
Passion for customer service, relationship building, and self learning, with great troubleshooting skills
Experience mentoring, developing, and motivating engineering teams
Ability to multi-task, work under pressure and tight deadlines and time management
Bachelors Degree or Equivalent in related fields
This position is open to all candidates.
