Careers

Technical Support Team leader

Tel-Aviv · Full-time · Intermediate

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.

Responsibilities

  • 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.
  • Troubleshoot and deliver solutions including API and Javascript related issues
  • 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

Requirements

  • 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)
  • Experience working with Javascript or Python
  • Experienced with ETL process
  • Experience working with API 
  • In depth knowledge of support processes and tools 
  • Excellent English
  • Strong client-facing and communication skills

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