Position: Technical Support Team Lead #32
Company: OneReach.ai
Category: Support
Experience required: 3y
English level: upper
Published: 2021-03-01T00:00:00+02:00

Requirements:
• You feel comfortable communicating in English;
• You have experience of building an Ops team from scratch;
• You have experience of managing a support team;
• You have a technical background in business analysis, support or QA;
• You’re familiar with XML, JSON, HTTP standards;
• You've got proactive mindset.

Responsibilities:
• Define customer support strategy in coordination with the process stakeholders;
• Formulate customer support department needs in personnel and resources;
• Execute customer support strategy;
• Plan customer support activities (daily, weekly, quarterly, annually);
• Monitor progress of the strategy execution;
• Define and keep track of the customer support metrics;
• Coordinate with the heads of departments in regards to the support activities;
• Define internal SLA;
• Monitor SLA compliance;
• Operation and management of the ticket flow process.

This is an opportunity for someone who wants to be on a product team and contribute to the success of a very unique and technologically innovative platform. This is not a client-project — you are in the product team.

We’re definitely a ’results-first’ culture. This helps people to enjoy flexibility and many of the other perks that come with being part of a growing team. Everyone’s experience and perspective matters here.