Technical Support Team Lead

accessiBe is the market leader in web accessibility that makes websites accessible to people with disabilities. accessiBe is more than a workplace, it’s a passion. Each day you’re surrounded by people who share the same goal and values, who work endlessly to break down accessibility barriers. We care about all people, regardless of their ability. We hire people who are determined to succeed and who are not afraid of rapid change. Our core values showcase who we are and we strive to focus on excellence and sincerity.

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 2 Tier 2 Technical Support Specialists
• Analyze metrics and maintain team KPI’s
• Collaborate with Account Managers, Partner Success and R+D teams to map out flows to address real business needs in an efficient manner
• Become an expert in web accessibility
• Drive excellent Customer Satisfaction by understanding and delivering against Customer expectations
• Manage escalated tickets from tier 1 to help provide the best service for our clients

Requirements:

• 3-5 years experience in technical pre-sales/sales engineering or customer facing roles delivering technical products or services - a Must
• 2-3 years experience leading technical support teams - a Must
• In depth experience with web technologies (HTML, JS, CSS) - a Must
• English is a MUST
• Customer facing person who is self-driven, agile and motivated
• 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

Equal opportunities

At accessiBe, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. accessiBe is proud and committed to providing equal opportunity employment to all individuals regardless of disability, race, color, religion, sex, sexual orientation, citizenship, national origin, veteran status, pregnancy or any other characteristic protected by law. In addition, accessiBe will provide accommodation to individuals with disabilities or a special need.

Please don't hesitate to share your needs when applying so that we can provide the necessary accommodations for an accessible and inclusive recruitment process.