RRemoteville

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Support Team Lead

Skills
AutomationCost EfficiencyCustomerCustomer ExperienceCustomer SatisfactionCustomer SupportPerformance Metrics
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Build, mentor, and scale a support team
  • Interest in identifying recurring user issues and work with product teams to create solutions
  • Skilled in streamlining and automating support processes
  • Strong focus on delivering excellent customer experience
  • Expertise in managing outsourcing vendors
  • Comfortable working with APIs, telecom services, and support software
  • Use metrics to drive decision-making
  • Work effectively with product, engineering, business, customers, and vendors
  • Deliver projects on time, within scope, and budget
  • Clear, persuasive communication with senior leadership

Nice to have

  • Resilient
  • Data-driven
  • Collaborative

Day to day

  • You will own and further develop our customer support function, reporting directly to the Head of Product
  • Work across subscribers, B2B customers, product, engineering, operations, and network partners to create scalable and automated processes
  • Lead the support team to ensure the team resolves problems with speed, efficiency, and exceptional quality