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.

RESPONSIBILITIES
Oversee the day-to-day operations of the Support Team
Act as a senior agent who will drive customer satisfaction through customer support
Provide direct supervision of the support staff which may include: recruitment, evaluations, and disciplinary actions
Act as a mentor and provide oversight, coaching, and training to support staff
Be the point of contact when it comes to escalations
Record and track team SLAs and workflows
Provide support where needed for both internal and external customers
Clearly communicate escalated issues to product managers as needed
Manage and report on all incoming support inquiries
On-board all new support team members
Assist in the creation of the team KPIs as well as monitor and report on results
Be actively involved with the operational delivery for new product and feature releases
Monitor team performance and report on metrics
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
Work to create any relevant support material for the team
Provide a feedback loop to wider staff and customers on resolved and in-progress problems and incidents
Implement any necessary preventive measures to reduce customer faults and issues
Review all support related processes and documentation for continuous improvement
Assist in the creation and implementation of customer self-service material and tools
Evaluate and analyze case trends to prevent future issues

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

Proven people management and leadership skills
Excellent communicator, both oral and written
Strong problem-solving and communication skills
Love being the first line of support and troubleshooting issues
Strong analytical skills to investigate and resolve customer support tickets
Able to multi-task efficiently under time pressure
Able to work with cutting-edge technology and assimilate information rapidly
Previous experience in managing customer-focused teams
Proven experience in managing a service and support-focused team culture
Associate's or Bachelor's degree in Information Technology or a related field preferred
Five years plus experience in a Support role