Job Opportunity: T2 Support Team Leader

Date   Nov 19
Listing No.   IE269983
Sector   Hi-Tech, Technology & IT
Region   Center
City/Yishuv   Tel Aviv
T2 Support Team Leader
Looking for a tech-oriented Team Leader with proven experience in managing a team to lead our advanced Support agents. If you are an individual who thrives in a fast paced environment, who leads, takes ownership, is tech-savvy and loves client interactions - we’re waiting to hear from you!


Lead a growing team of talented advanced support agents providing support to our customers and T1 agents
Act as the escalation point for high-priority client interactions
Systematically improve all performance metrics of the team, including those related to productivity, efficiency, resolution times, and customer satisfaction
Deliver performance reviews for all direct reports and provide regular feedback on employee performance and professional development
Develop the team’s technical and soft skills, focusing on product knowledge, customer service, and an overall understanding of our solutions as well as our customer ecosystem
Work closely with R&D, Product, Customer Success Managers and other Support leaders
Take part in the prioritization of technical issues/bugs and product suggestions intended to address the most critical issues affecting our customer experience
Lead cross-department projects where planning, analysis and high-level decision making skills are a must


2+ years experience in managing teams (Support/Client-Success/Professional Services or equivalent) - For a SaaS company (advantage)
Excellent communication skills in English (written and spoken)
Technical knowledge in technologies such as HTML, CSS, SQL and Javascript/Jquery
PHP and API knowledge - Advantage
A natural educator whose willingness to teach is reflected in responses in information, and overall support provided to our customers
A great partner who works with our R&D, Product and CS teams
Previous experience with Salesforce and Jira - advantage
Can-do approach, always-on mentality
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