DynamicYield Published: June 7, 2019
Job Type
Level of education
Undergraduate
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

This role is for someone with proven experience in building and managing global technical support teams, has managed customer support procedures, and nurtures a commitment to being personable and attentive to client needs in a B2B/SaaS setting. In addition to customer support needs, an understanding of general web architecture (HTML, CSS, JS) is a necessity and the ability to work in a fast-paced environment independently is vitally important. The role reports directly to our VP of Customer Success and is based in Tel Aviv. Our Head of Customer Support is a critical role in serving the growth and success of Dynamic Yield.

The Task-at-Hand:
- Lead a global group of Support Engineers, located in three different regions, meet KPIs by developing their technical knowledge and understanding of the platform.
- Design and implement the next stage of the support organization
- Quickly identify and neutralize issues before they become red flags or fire drills
- Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customer’s satisfaction
- Work closely with R&D, Product and Customer Success teams regarding prioritization and escalation of technical issues raised by our clients
- Act as the main admin for the organization’s ticketing system - develop our support organization's processes and adjust the ticketing system to fulfill its needs
- Ensure that direct reports have the resources, information, and processes necessary in order to deliver effective technical solutions to our customers

Requirements

- Recent experience managing a technical support organization within the SaaS industry, from hiring to training and ongoing professional development and retention
- Developed proven strategies for maintaining and improving operational processes and procedures to ensure delivery of industry-leading technical support for customers at all levels
- Responsible for monitoring and reporting on the performance of the customer support team through metrics such as closure rates, response times, NPS, and customer satisfaction levels
- Solutions-oriented, with strong planning and analytical skills, as well as rigorous attention to detail
- Capable of connecting people: ensuring peer interaction with partner organizations, and deepening the level of engagement
- Have perfect verbal and written English skills
- Knowledge and experience using Zendesk, Jira, Intercom
- 7+ years growing and managing a technical customer support team (20+) in a fast-growing B2B/SaaS startup
- Experience defining the strategy and roadmaps for technical support with a focus on customer enablement, growth, and end-user satisfaction
- Experience remotely managing a global team in support of international customers across multiple time zones
- Experience building and developing a team with a focus on professional development and long-term retention and growth
- Experience identifying and implementing industry aligned metrics to improve service levels and successfully meet company objectives
- Proactive communicator who effectively listens and can respectfully influence stakeholders at all levels while advocating for our customers and promoting their own team
- Detail-oriented, high-energy individual who is able to multitask and is tenacious yet humble
- Background in general web architecture (HTML, CSS, JS, hosting technologies) is a must, hands-on experience is a strong plus
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