Here Mobility Published: June 23, 2019
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Raanana
How many relevant years experience do you require for the role:
More than 3 years

Description

We are looking for a head of support to join us and lead our global support group at Here Mobility.

Responsibilities
- Lead and scale our global support group, while leading strategic planning and drive exceptional results.
- Manage the support group, which include a team of tier 2-3 technical support engineers and an offshore teams of tier 1-2 technical support engineers.
- Hire, train, mentor, motivate, scale-up and reward your team.
- Work collaboratively with R&D, Product, Professional Service, Customer Success and Biz-Dev groups regarding prioritization and escalation of technical issues raised by our clients
- Have deep understanding of the company products, solutions and business values.

Requirements

- 5+ years’ experience leading a support group of minimum 20 people in a SAAS, web and web-service technologies environment.
- 3+ years’ experience in managing remotely an offshore tier 1-2 technical support teams
Strong technical knowledge, analytical skills and strategic thinking
- A jack of all trades - a motivational leader, mentor, and a great executor!
- Highly customer-focused and oriented
- English mother tongue level
- Exceptional writing, communication and presentation skills
- Perfect organizational, project management, and time management skills
- Bachelor’s degree in Computer Science, Computer Engineering, Mathematics, Physics or Information Technology with a track record of academic excellence

We appreciate those who:
- Has experience in leading and scaling technical support group in a fast-growing startup
- Has experience in leading teams, that give in parallel support to different products – B2B, B2C and social.
- Has previous experience with AWS, Linux and Databases.
- Has previous experience with Python or other scripting language
- Has previous experience with FreshDesk, Salesforce and Jira.
- Are not afraid to say what they think.
- Are independent and proactive in a fast-paced environment.
- Are not afraid to get their hands dirty but like to work analytically as well.
- Can simplify the complexity to stakeholders but can go into details when working with the team.
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