Support Team Leader

New York · Full-time · Management

About The Position

We are looking for a Support Team Leader with 3+ years of experience managing technical support teams and 5+ years of experience in hands-on support roles. 

The ideal candidate brings a mix of technical skills together with strong customer orientation – understanding customers needs and the business impact of their issues, and ability to prioritize and take corrective action accordingly. 

This is a managerial role where you will manage a team of Support Account Owners (T2 Level Engineers allocated to specific accounts) and will be responsible for the day to day management of the Support operation overall, ensuring the technical health and resolution of customers issues within SLAs. You are expected to be technically involved and also act as an escalation manager for high priority issues, collaborating closely with other groups in the company.

We are looking for a leader and a team player who can think out of the box, can collaborate with others, can motivate and mentor others, being agile and able to work in a fast paced environment. 

You will be part of the Support Management team, helping to shape the future of the way we operate, raising and taking initiatives to improve our processes, tools, etc. 

You will be measured on your team performance and customer satisfaction.


Responsibilities

Direct management of a team of Support Account Managers.

Effectively manage the daily Support operation, prioritize incoming issues and ensure a superior level of service to our customers and internal account teams.

Work closely with other teams in the company such as R&D, Product, Implementation and CS teams to verify progress of customer issues as expected.

Act as an escalation manager for high priority issues, escalating with other groups, leading the support efforts until full resolution while providing clear visibility to customers and accounts teams.

Responsible for the team performance and career development, knowledge and skills while ensuring a high level of employee satisfaction within the team.

Establish work procedures and processes to meet the team’s KPIs and service SLAs and act as key contributor and facilitator for improvements in the Support operation.

Requirements

3+ years’ experience in a managerial role leading a team of technical support or equivalent.

5+ years’ experience in hands-on B2B support or equivalent customer facing roles with 4+ years in SAAS companies, with great troubleshooting skills.

Excellent technical skills and hands-on approach being able to lead a technical investigation.

Experience in extracting and analysing data and reports and measuring the team and employees’ performance.

Excellent interpersonal and communication skills including managing escalation calls.

A highly motivated individual, with a positive & proactive attitude.

Must be customer support oriented and dedicated to teamwork and collaboration with a Can-Do attitude.

Ability to act rapidly and logically under pressure, and make effective use of others in overcoming challenges.

Versatility, flexibility, and a willingness to work within a constantly changing environment with enthusiasm

Willingness and ability to travel 



Advantages

 

Experience in the HR-Tech industry.

Experience with Salesforce ticketing system and Jira

Knowledge of Web Applications technologies/HTML/CSS /JavaScript


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