Technical Support Team Lead

The role:

As a technical support team lead, you will be responsible for managing a team of technical support specialists who provide technical assistance and troubleshooting to our Global customers. You will also oversee the quality and efficiency of the support services, ensure customer satisfaction, and collaborate with other teams to improve our products and processes.

The day-to-day:

• Supervise, coach, and mentor a team of technical support specialists.
• Monitor and evaluate the performance and productivity of the team and provide feedback and guidance.
• Handle escalated customer issues and complaints and resolve them in a timely and professional manner.
• Establish and maintain best practices and procedures for technical support and customer service.
• Analyze customer feedback and support data and identify areas for improvement and innovation.
• Coordinate with other teams such as engineering, integration and platform to communicate customer needs and feedback and ensure alignment of goals and expectations.
• Work in a fast-paced environment and handle multiple priorities with a sense of urgency

Ideally, we’re looking for:

• At least 2 years of experience managing a global team.
• 5+ years of experience in a technical support or customer service leadership role, in the SaaS or technology industry
• Proven track record of leading and motivating high-performing team.
• Excellent communication, interpersonal, and leadership skills.
• Strong technical skills and knowledge of video streaming, encoding, delivery, and troubleshooting.
• Ability to work under pressure, multitask, and prioritize tasks and deadlines.

These would also be nice:

• Excellent organizational and time management skills to prioritize tasks and meet deadlines..
• Experience in working with video providers, platforms, or applications.
• Proficiency in using support tools and systems to manage and track customer issues

The perks:

1. Hybrid, flexible work environment
2. Extended private health (including mental) insurance
3. Personal and professional development programs
4. Occasional Cross company long weekends