Position: Support Team Lead and Senior Customer Support Specialist
Company: Ravin-AI
Category: Support
Experience required: 3y
English level: fluent
Published: 2023-05-01T00:00:00+03:00

We are looking for **Support Team Lead & Senior Customer Support Specialist** to organize effective customer support processes in the company and form support team to ensure the high level of customers satisfaction with our products.

**Main responsibilities:**
- Broad customer support role ranging from onboarding and training to 1st and 2nd line of technical support of new and existing customers (in USA and Europe) to help them getting most value from our products.
- General support case management: logging, prioritization, troubleshooting, escalation (when necessary), closing, follow-up.
- Escalations management.
- Establishment, leading and development of customer technical support team.
- Ensuring a high level of customer service and overall leading of service delivery quality and efficiency.
- During your work you will close collaborate with other departments (R&D, product, sales etc.)
- We expect you to be ready for the occasional business trips.
- We work remotely during the time of war and after the end of war will be hybrid remote in Kyiv.

**Benefits:**
- This is an opportunity to work with cutting edge AI technologies in the fast-changing automotive sector.
- You’ll be working with a highly experienced and skilled team: we move rapidly, iterate quickly, and define success by the business outcomes, not the volume of output you produce.
- You’ll be part of a well-funded scale-up that’s on a very exciting growth trajectory.
- You’ll have a unique opportunity to create support team from the scratch.
- Direct service contract with Israel office.

**Skills and experience:**
- Experience in customer technical support and leading of support team in technology-driven company.
- Good understanding of support processes.
- Ability to build trusted customer relationships and provide first-class support experience.
- Full operational command of English and Ukrainian both verbally and in writing.
- Experience of work with customer service systems like Zendesk.
- Experience of work with logs, Front-End console, and APIs.
- Basic knowledge of MySQL or SQL (basic queries), AWS, Postman is a big benefit.
- Excellent organizational, communication and leadership skills.
- Intercultural competence.
- Experience of conducting customers trainings is an advantage.
- Ability to establish effective, strong partnerships with all levels and all roles, both inside and outside the company.
- A relevant IT education is an advantage.

**Bonus skills and experience:**
- We would love to hear from anyone with a background of support of AI/ML/computer vision products in the automotive sector or have an interest in these technologies.