Yotpo Tier2 Support Team Leader 

Israel, Tel Aviv District, Tel Aviv-Yafo 

465762598

Yotpo is looking for an experienced Tier2 Technical Support Team Leader for our (UGC) product line. This role requires the ability to prioritize and multitask, solve complex problems and manage incidents professionally as well as to inspire greatness and drive achievement of KPIs across the team.

Role definition and responsibilities :

• Lead a global team of 7 individuals, currently located in Israel, Canada and the Philippines
• Ensure effective day to day handling of the team’s tickets queue and help the team with the handling where needed
• Monitor team performance and drive continued achievement and improvement of KPIs and OKRs
• Proactively identify trends and suggest proactive actions to improve performance of the team and the product line as a whole. This includes very close work with the R&D and Product teams
• Work in coordination with the knowledge team to keep our documentation up to date as well as identify and execute necessary training sessions for Tier2 and Tier1
• Be a focal point of deep product knowledge for the team, the support group and the product line team as a whole

Requirements :

• Experience/Good familiarity of the following
• HTML and CSS (Must)
• SQL (Must)
• Javascript – Big advantage
• APIs – Big advantage
• 2 years team leading experience in the technology industry driving exceptional performance and fostering a collaborative environment
• 2 years of previous B2B technical support experience (Tier 2 experience – advantage)
• Exceptional communication skills in English
• A true leader that can lead with empathy while in parallel pushing and challenging the individuals and the team, leading to outstanding results and personal growth
• A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
• A proactive, data-driven individual
• Go getter attitude – ability to drive other stakeholders with conflicting towards a solution in complex situations