Ops Support Team Leader

Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world's most exciting brands, such as Sephora, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt. It's the perfect time to join our team of ~450 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with Optimove is basically guaranteed.

The Support Team is comprised of Support Engineers around the world, and we act as liaisons between our customers and technical organization within Optimove. We are highly technical and feel at home working with advanced technologies, while keeping it simple and understandable for our outgoing communication. We own Optimoves production environment configurations and act as a last guardian and the first responders while we face issues. We handle the internal alerts in the system and act to resolve them while also owning escalation management for system wide outages or critical business impact for out customers.

Responsibilities

Lead & Manage a team of talented Support Engineers (T2 and T3) with various skill sets, to meet demanding SLAs and high quality standards
Understand and create priority for a team in a high demanding environment
Define and clearly communicate objectives and goals for the Support team
Continuously work to improve the team's KPIs, such as time for resolution and deliver exceptional service to the Business teams
Track team progress, business outcomes and success, and present results to management
Gather relevant details and escalate complex problems to internal or external teams for root cause analysis and ultimate resolutions
Collect feedback and make recommendations for policy and process improvements
Coach team members regularly and help them get to the next level by doing 1on1's, giving them feedback, and talking about personal goals and future plans
Assist in establishing work procedures and processes that support the company and departmental standards, procedures, and strategic directives
Develop, implement, and continuously improve process documentation for the support team
Engage with team and provide coaching, problem solving and enablement where necessary
Assist in troubleshooting support and implementation issues when appropriate
Talk about technology, even with non-technical people in a clear and coherent way
Ability to learn quickly in a fast-pasted environment, and come up with creative ideas for improvements

Requirements

BS/BA degree required in Computer Science, Engineering, Technical Communication or equivalent work experiences
3+ year customer service or support experience
Excellent communication skills, able to engage successfully with a global team of varying levels of seniority
Excellent management, problem-solving and decision-making skills
Strategic thinking with ability to drive to tactical execution
Exceptional collaboration and partnership building skills
Strong communication and interpersonal skills
Knowledge of Zendesk CRM
Sound knowledge of software troubleshooting techniques with a high focus on first call resolution
Proven experience working in SaaS company

Advantages

Proven experience working in the Marketing-Tech field
Experience with SQL
Experience working with: Snowflake, Matillion, Airflow, GCP, ETL tools, and MSSQL