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Technical Support Team lead

Delivery Sofia

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce marketing platform, on a mission to help brands of all sizes accelerate their growth through exceptional customer experiences. Loyalty programs, SMS marketing, reviews, and visual user-generated content are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

Yotpo is looking for an experienced  Technical Support Team Leader who will lead a team of 4 Technical Support agents. 

The Team Leader needs to have a solid technical background as well as leadership background in order to effectively support and drive success of our Tier 2 Technical Support Team.  

This role requires the ability to prioritize and multitask, solve problems and manage incidents professionally as well as to inspire greatness and drive achievement of KPIs across the team . 

 

If you are excited about the challenge and want to join our team, then we’re waiting to hear from you!

Core responsibilities and day-to-day activities of the position:

  • Create an inspiring team environment and lead a Team 4 of Technical Support Agents located across global sites
  • Delegate tasks and set deadlines for completion
  • Monitor team performance & metrics
  • Drive continued achievement and improvement of KPIs
  • Carry out weekly / monthly analysis to identify trends and suggest proactive actions to improve performance
  • Discover training opportunities and provide coaching sessions for Tier 2 and Tier 1 Support 
  • Drive the Knowledge article writing initiative
  • Attend customer calls with Key clients where necessary as the technical expert
  • Work closely with our R&D department tracking bugs and driving to meet SLAs
  • Report to management and stakeholders about KPIs and results

 

 

Requirements:

  • Availability for a full time position
  • Experience/Good familiarity of the following 
  • HTML and CSS (Must)
  • SQL (Must)
  • Javascript – Advantage
  • APIs – Advantage 
  • 2 Years Team Lead / Supervisor experience in the technology industry driving exceptional performance and fostering a collaborative environment
  • Coaching / Mentoring experience
  • 2 years of previous B2B technical support experience (Tier 2 experience – advantage)
  • Exceptional leadership and communication skills in English
  • A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
  • Proactive data-driven approach – spot recurring issues within our product and find the long-term solution that will address them
  • Go getter attitude – ability to drive other stakeholders towards a solution in complex situations
  • Great time management, prioritization and sense of ownership skills – able to self manage and “juggle” between different tasks with optimal results

What we offer:

  • Track to success – work in a dynamic organization with ambient and laid-back office atmosphere + best coffee in town
  • Individualized career development, rewards and recognition.
  • Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
  • Additional health insurance package
  • Internal mobility program and refer-a-friend program
  • Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
  • Food vouchers – monthly
  • E-learning portals and knowledge sharing sessions.
  • Company backed Hackathons, Tech conferences, workshops events, etc
  • Stocked kitchen and bar.
  • Equity in options.
  • We are now working in a flexible hybrid capacity.

 

We will reach out only to shortlisted candidates.

 

#LI-Hybrid

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“Yotpo is a fundamental part of our recommended tech stack.”

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