Elementor Tier Customer Experience Team Leader Hosting - APAC 

India 

857635575

Please submit your resume in English

In this role, you will lead a team of skilled support agents, providing mentorship and guidance to deliver exceptional customer support via tickets, email, and live chat. As a leader, you will set an example through effective work organization, reporting, training, and handling escalations. You will also have the chance to contribute to various projects at our dynamic and fast-paced company.

• Directly supervise T2,T3, and APPS technical support staff, including recruitment and evaluations.
• Mentor your team members and provide oversight, coaching, and training to meet KPIs.
• Collaborate with other team members and departments to generate greater knowledge and enhance customer experience.
• Stay in the loop regarding Elementor’s new technology and get to know the different services we offer our customers.
• Learn the inner workings of our tools to become part of our select team of technical support experts.
• Triage new customer requests and drive the best course of action for their resolution.
• Communicate with Elementor’s customers and liaise their service requests to our professional teams.
• Proactively engage with customers and facilitate their use of our products.
• Use different communication tools to enhance customer experience and maintain the high availability of our support functions.
• Continually enhance your customer service skills and develop your professional expertise.
• Share both positive and negative feedback to enhance the performance of your team.

• 2+ years of broad management experience: individuals, teams, and project management - a must.
• Knowledge and strong proficiency in Elementor tools - a must.
• Experience with WordPress, HTML, CSS, and JavaScript - a must.
• Experience with web servers and infrastructure, hosting, cloud, and SaaS - a must.
• Experience with web development and inspection tools.
• Knowledge of PHP and other coding languages - an advantage.
• Web design/development background - an advantage.
• Knowledge of web applications.
• Ability to analyze and solve complex technical problems.
• Ability to fluently communicate complex technical ideas in written English.
• Ability to break down a technical process and patiently guide others through it.
• Organized, methodical, transparent, and exceptionally courteous.
• A team player who can also work independently in an at-home environment (offshore Israel).