What You’ll Do:
- Build and lead a World-Class Team: Mentor and develop your team to deliver outstanding customer experiences.
- Own Customer Success: Ensure seamless support operations, meeting SLAs, and exceeding customer expectations.
- Drive Innovation: Analyze performance metrics, identify trends, implement process improvements and make best use of AI.
- Collaborate Across Teams: Partner with cross-functional teams to optimize support workflows and enhance product capabilities.
- Tackle Complex Challenges: Lead incident response and provide technical guidance to resolve critical issues.
Leadership & People Management:
- Proven track record in leading and motivating high-performing support teams.
- Expertise in coaching, mentoring, and developing team members.
- Strong interpersonal and communication skills to build relationships and resolve conflicts.
- Proven experience leading technical support teams in a fast-paced environment.
Technical Proficiency & Problem Solving:
- Deep understanding of technical support operations and metrics.
- Proficiency in Jira, Salesforce, and Tableau for data-driven decision making.
- Strong technical proficiency with SQL, APIs, Kusto, Grafana, BigQuery, and Kibana.
- Strong analytical and problem-solving skills to drive process improvements.
Business Acumen & Customer Focus:
- Experience managing client escalations and maintaining high customer satisfaction.
- Ability to align team efforts with business objectives and SLAs.
- Passion for delivering exceptional customer experiences.
- Ability to thrive in a dynamic, collaborative environment.
Industry Knowledge:
- Proven experience in the ad-tech industry.
- Understanding of industry trends and best practices in technical support function.
Additional Requirements:
- Minimum 6+ years of experience in technical support domain, with 2+ years in team management experience
- Experience in managing complex projects and meeting deadlines.