Tech Support Team Leader

Description:

We're looking for a Tech Support Team Leader to join our global Technical Operations department. The team is responsible to provide technical support and service to all of Global-e’s customers and serve as a technical focal point.

This will require working collaboratively with other Global-e engineers, analysts, and cross-functional groups, to make sure production issues are resolved quickly and professionally.

Duties and responsibilities: 

• Manage a team of technical support engineers. 
• Establishing work procedures and processes according to department standards. 
• Manage the flow of day-to-day operations, lead and prioritize workload, handle escalations, etc. 
• Promote self-service plans to reduce number of cases. 
• Meet and exceed established support KPIs. 
• Presenting the team performance reports. 
• Raise support related concerns, issues and improvement feedback to management. 
• Maximize team productivity. 
• Be responsible for new employees on boarding, team training and knowledge management. 
• Team members performance evaluation. 
• Keeping high team motivation. 

• Experience in leading multi-tier technical support center. 
• 3+ years’ experience in hands-on application support lead\manager role. 
• Experience in providing services to agreed SLA’s\OLA’s. 
• Experienced in Problem and Incident Management according to ITIL standards. 
• Experience is managing root cause analysis and incident reports. 
• Excellent interpersonal and communication skills. 
• Flexible in working outside of core business hours. 
• Ability to multi-task, work under pressure and tight deadlines. 
• Fluent English, both written and spoken