Technical Support Team leader
About The Position
Syte is looking for a Customer Support Leader to build and lead a top notch team of Support representatives, servicing Syte customers around the world.
- Build and lead a team of Customer Support representatives
- Provide hands-on support for Syte’s clients and own all support tickets handling while ensuring high customer satisfaction.
- Support customer success manager in onboarding and ongoing customer activities including POC’s.
- Build internal support processes and KPI to ensure smooth and effective operation
- Function as a focal point for Technical escalation
- Work closely with different departments in the company, such as QA and Operations.
- Create, manage and maintain the customer knowledge base
- At least 2 years of experience leading a Customer Support team from a B2B SAAS company.
- At least 4 years of experience in a Customer Support role
- Working knowledge of customer service software, databases and tools (such as Salesforce, Zendesk, Jira, Gitlab)
- Experienced with ETL process
- Experience working with API
- In depth knowledge of support processes and tools
- Excellent English
- Strong client-facing and communication skills