Support Team Lead

One of the fastest growing startups in Israel is looking for a Support Team Lead.It' a mobile gaming studio that develops exciting and popular games, focusing on skill games. It has a strong emphasis on innovation, the power of data and use of AI.The Support Team Lead is responsible for overseeing the daily operations of the support team as well as participating as an active member of the team.As a team lead, this position will deliver exceptional support to customers through phone, email, and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.This position is an advocate in the overall culture, vision, and values of the company.RESPONSIBILITIESOversee the day-to-day operations of the Support TeamAct as a senior agent who will drive customer satisfaction through customer supportProvide direct supervision of the support staff which may include: recruitment, evaluations, and disciplinary actionsAct as a mentor and provide oversight, coaching, and training to support staffBe the point of contact when it comes to escalationsRecord and track team SLAs and workflowsProvide support where needed for both internal and external customersClearly communicate escalated issues to product managers as neededManage and report on all incoming support inquiriesOn-board all new support team membersAssist in the creation of the team KPIs as well as monitor and report on resultsBe actively involved with the operational delivery for new product and feature releasesMonitor team performance and report on metricsEnsure that all customer inquiries and issues are solved correctly and in a prompt and professional mannerWork to create any relevant support material for the teamProvide a feedback loop to wider staff and customers on resolved and in-progress problems and incidentsImplement any necessary preventive measures to reduce customer faults and issuesReview all support related processes and documentation for continuous improvementAssist in the creation and implementation of customer self-service material and toolsEvaluate and analyze case trends to prevent future issuesKNOWLEDGE, SKILLS & ABILITIES REQUIREDProven people management and leadership skillsExcellent communicator, both oral and writtenStrong problem-solving and communication skillsLove being the first line of support and troubleshooting issuesStrong analytical skills to investigate and resolve customer support ticketsAble to multi-task efficiently under time pressureAble to work with cutting-edge technology and assimilate information rapidlyPrevious experience in managing customer-focused teamsProven experience in managing a service and support-focused team cultureAssociate's or Bachelor's degree in Information Technology or a related field preferredFive years plus experience in a Support role