Support Team Lead Job Description

Support Team Lead Job Description Template

Our company is looking for a Support Team Lead to join our team.

Responsibilities:

  • Develop internal tools and best practices for debugging and analyzing customer issues in a more expedient and efficient manner;
  • Identify emerging issues, communicate it with the relevant team and contribute to internal and external knowledge base systems as necessary;
  • Be hands-on and resolve customer issues as required;
  • Be the point of escalation to the local teams on urgent matters;
  • Lead strategic planning with Global Support, drive exceptional results in all areas within the support group;
  • Lead and scale a world-class customer support team;
  • Hire, train, mentor, motivate and reward your team.

Requirements:

  • Organized and process-oriented with ability to drive resolutions working with multiple groups;
  • Ability to remain calm while under pressure while solving issues in real time with customers;
  • Experience with B2B companies and / or global companies;
  • Familiarity with the mobile ecosystem;
  • 3+ years of experience in relevant SaaS or cloud based companies in a Support function;
  • Working knowledge of databases and SQL querying;
  • 1+ years of experience in leading an engineering/support or similar team;
  • Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences; technical and non-technical;
  • Strong written and verbal communication skills;
  • Being introduced by an AppsFlyer team member is a plus;
  • Background in web/ SDK/ Mobile/ support, development or QA;
  • Degree in Computer Science or equivalent technical experience.