Spot.io Published: September 10, 2020
Job Type
Category
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:
3 years

Description

The Role:
- As Spot's Tech Support Lead your goal is to drive Customer Satisfaction by solving customer issues.
- You own our technical support activities and manage your team’s people and processes to achieve the team service metrics.
- You are responsible for delivering high-quality solutions to customer issues, through email and chat, and ensure your team is set to meet SLAs during peak times.
- You will manage the day to day operations of the team, and provide Tier-1 through Tier-3 support across all products.
- You act as escalation manager during high production-critical and business issues.
- You manage a team of talented individuals - hiring, training, coaching and motivating them. - You improve overall technical support efficiency and performance by enhancing team’s processes and workflows based on data analysis.

Requirements

- Minimum 3 years experience in successfully leading teams of Technical Support engineers at global B2B-focused SaaS (preferably Cloud) companies
- Extensive experience in technical fields such as Tier-2/Tier-3 (not Tier-1) or Professional Services
- Bachelor’s degree in a relevant technical discipline
- Experience in working with Enterprise customers around the world
- Strong teamwork AND leadership skills
- Strong written and verbal communication skills in English
- Data-driven and strong analytical skills
- Ability to work in flexible hours

Preferred Qualifications:
- Experience at Cloud companies - huge plus!
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