Position: Technical Support Manager / Head of Support
Category: Support
English level: fluent
Years of experience: 5

— Participated in building L1 B2B Support team from zero to 12 people in close cooperation with Support Manager
— We've managed to create a healthy environment where every team member participates in the improvement of Support processes and workflows
— Created an extensive wiki knowledge base for Support team in Azure Devops environment.
— Created an in-depth severity/priority matrix for Support while working as a Junior Product Owner
Background and skills:

— 5 years experience working in front-line Customer Support or Helpdesk teams.
— 2 years of experience in an Application Support / Technical B2B Customer Support team (SaaS environment). 1.5 of which are in the Team Lead position. 
— I possess broad mentoring and coaching experience. Experienced in building L1 Support processes from scratch.
— Fluent-level English (spoken and written).
— Experience and a strong working knowledge of the SaaS industry/ecosystem API tools, Elastic Search, logging, SSO/OAuth, etc.

Current responsibilities:

— Function as a senior team member, team leader, coordinator, and point-of-escalation for the Tech Support Team.
— Liaise closely with other Support Team Leaders and Management to ensure that the principles and processes are aligned across different teams.
— Coach, mentor, support and develop personal and professional skills to get the best out of each member of my team.
— Ensure that coverage and customer service are provided in line with company’s SLAs and commitments.
— Take an active role in our Helpdesk Team including taking shifts (if necessary) and handling tickets.
— Continually evaluate and identify opportunities to improve our people and process.
— Monitor and improve both team and personal KPIs including assisting with weekly performance reviews.
— Interviewing applicants for the Support job positions
— Flexibility and availability to help us maintain our 24/7 Support coverage commitments and customer SLAs.
— Communicating business requirements/expectations regarding the product development to the Product team. Participating in the prioritization process.

Actually worked as a Junior PO in close cooperation with Support team.
— I do NOT know SQL, but I started to study it recently
— Looking for a product company preferably
— Requirements to think outside of the box is a plus
— New teams without established processes will always be prioritized higher than existing ones
— Night shifts requirement is a no-no unless it absolutely cannot be avoided and accompanied by a salary boost
— Abilities to learn new skills/courses compensation will be a plus.