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Customer Success Tel Aviv-Yafo

Customer Support Team Leader

Yotpo is looking for a Support Team Leader for one of our leading products with proven experience in delivering excellent customer service. 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 support agents providing top notch support to our customers 
  • 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 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

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, service-minded mentality
You can find us here:
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Your personal data will be processed for the purposes of managing Yotpo’s recruitment related activities and will be shared with Greenhouse Software, Inc., a cloud services provider located in the USA and engaged by Yotpo to help manage its recruitment and hiring process. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site and will be subject to appropriate additional safeguards under Privacy Shield Framework. Your personal data will be retained by Yotpo as long as Yotpo determines it is necessary to evaluate your application for employment.
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