Zoomin
  • Published: September 23, 2021
Job Type
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
More than 3 years

Description

Zoomin, based in Tel Aviv, New York and London, backed by top investors including General Atlantic, Bessemer, Salesforce Ventures, and Viola Growth, is the leading knowledge orchestration platform, empowering enterprise customers to independently use products to their greatest potential. Zoomin delivers the most relevant, personalized product answers to each user, wherever they need it, within an intuitive, self-service experience. This radically improved product content experience deepens product usage prevents frustration-driven churn and reduces burden on support. Using proprietary analytics, Zoomin provides actionable insights that guide decision-making across the enterprise. 

This role will be based in Tel Aviv, Israel.

This role is a fundamental hire for our customer group and will have an outsized impact on the future of our Customer Journey. You will help provide our customers with the peace of mind in regards to the Zoomin products while ensuring the required technical solution and support are provided throughout the journey.

You will play a critical role in building and managing a world-class Tier 3 group while partnering with CS, Sales, R&D, product and all employees across Zoomin. 

You will lead a team of Front End Developers who will be focusing on providing technological solutions and support.

What will you do- 

- Manage the Tier 3 support team day to day work. 
- Enforce the needed activities based on defined roles and responsibilities of the team
- Work with each engineer  on their strengths and weaknesses and help each of them to become a solid and successful engineer
- Help the team with prioritization and severities in order to meet internal and external SLAs
- Help implement process, KPIs and OKR and in to measure the team’s success 
- Provide technical guidance and resolutions for complex scenarios
- Serve as point of escalation between the team and Zoomin internal teams (R&D, Product, support team)
- Work closely with Customer Success management to ensure full alignment and visibility

Requirements

- 5+ years in customer-facing roles
- 2+ years managing a technical support team
- Savvy technical background 
- Been part of a venture-backed SaaS company that has gone through hypergrowth
- Demonstrate experience working with complex technological platforms that require customizations and special releases
- Methodological, out of the box thinker, CAN DO approach, empathetic
- Demonstrate familiarity with Customer Success best practices 

Apply
(Check on your spam box)
Drop files here browse files ...

Related Jobs