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Client Relations Tel Aviv-Yafo

T2 Support Team Leader

Yotpo is 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!

 

 

Responsibilities:

  • 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 

 

Requirements:

  • 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 
You can find us here:
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