Yotpo Published: October 9, 2017
Job Type
Category
Level of education
Undergraduate
Level of Hebrew
Basic
Spoken Language needed
English
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

Yotpo is looking for an amazing Team Leader to head our Tier 1 Support engineers. Our goal is not only to provide great service to our customers, but also to help the company learn and improve based on insights the support team gains from our customers.

Responsibilities:
* Lead a team of Tier 1 Engineers in providing support to our customers and partners based on established service level agreements.
* Systematically improve all performance metrics of our operation, including those related to productivity, efficiency, resolution times and customer satisfaction.
* Develop the technical and soft skills of the team, focusing on product knowledge, customer service and overall understanding of our solutions and the ecosystem where our customers live.
* Take part of the prioritization of technical issues/bugs and suggestions intended to address the most critical issues affecting our customer experience.
* Develop, maintain and optimize an Internal and external Knowledge Base that serves as a repository for all the content, guides, tools and best practices needed to provide prompt, effective and consistent support.
* Assist in the design of the various Support touchpoints, performance indicators and mechanisms to respond and follow-up on generated insights.
* Interact with other Support leaders in identifying key elements of customer education and self-service mechanisms based on feedback from our touchpoints.

Requirements

Requirements:

* 1+ years of proven leadership in a Tech Support function in a SaaS environment.
* Excellent communication skills.
* A great partner who works with our marketing, product and development teams.
* A leader who thinks like a mentor, willing to teach others and committed to reflect this approach in the responses, information and overall support we provide to our customers.
* Strong technical acumen in various web technologies such as CSS and HTML.
* Excellent English proficiency written/spoken.
* Previous experience with Zendesk, Salesforce and Jira is highly desired.

** Resumes in English only!
** This is a full time position located in our TLV office.
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