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.