AppsFlyer SUPPORT TEAM LEADER GCR 

China, Beijing, Beijing 

401156671

What you’ll do:

• Leading and scaling the GCR support team.
• Leading strategic planning with Global Support, drive exceptional results in all areas within the support group.
• Assisting in developing automation, internal tools, and best practices for debugging and analyzing customer issues in a more expedient and efficient manner.
• Hire, train, mentor, motivate, and reward your team.
• Handling service interruptions and escalations from Success Managers for Enterprise Customers, leading complex debugging, manage customer support issues on a daily basis, including verifying, isolating, and diagnosing issues and resolving issues.
• Identify emerging issues, communicate them with the relevant team, and contribute to internal and external knowledge base systems as necessary.
• Build and maintain internal relationships, specifically with PR&D to help identify, report, and resolve issues quickly.
• Be hands-on and resolve customer issues as required

What you have:

• 5+ years of experience in relevant SaaS or cloud-based or similar companies in a Support function
• One or more years of experience managing an engineering/support or similar teamWorking knowledge of databases and SQL
• Organized and process-oriented with the ability to drive resolutions by working with multiple groups
• Strong interpersonal skills with a customer success orientation (i.e., patience and calm under the pressure of solving real-time customer issues)
• Advanced proficiency in written and spoken English
• Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical

Bonus Points:

• BS in Computer Science / Industrial engineering /Information systems Engineering or equivalent technical education
• Familiarity with the mobile ecosystemBackground in web/ SDK/ Mobile/ support, development or QA
• Experience with B2B companies and / or global companies
• Additional European languagesBeing introduced by an AppsFlyer team member

Here, titles don’t define us—ideas do. You’ll thrive in a culture where everyone’s input shapes the future.