Support Group Manager

Description

We are looking for a support group manager to join us and lead our global support group at Here Mobility.


Responsibilities

  • Lead and scale our global support group, while leading strategic planning and drive exceptional results.
  • Manage the support group, which include a team of tier 2-3 technical support engineers and an offshore teams of tier 1-2 technical support engineers.
  • Hire, train, mentor, motivate, scale-up and reward your team.
  • Work collaboratively with R&D, Product, Professional Service, Customer Success and Biz-Dev groups regarding prioritization and escalation of technical issues raised by our clients
  • Have deep understanding of the company products, solutions and business values.

Requirements

  • 3+ years’ experience leading a support group of minimum 10 people in a SAAS, web and web-service technologies environment.
  • 2+ years’ experience in managing remotely an offshore tier 1-2 technical support teams
  • Strong technical knowledge with hands-on capabilities
  • A jack of all trades - a motivational leader, mentor, and a great executor!
  • Highly customer-focused and oriented
  • English mother tongue level
  • Exceptional writing, communication and presentation skills
  • Perfect organizational, project management, and time management skills
  • Bachelor’s degree in Computer Science, Computer Engineering, Mathematics, Physics or Information Technology with a track record of academic excellence

Advantages:

  • Have experience in leading and scaling technical support group in a fast-growing startup
  • Have experience in leading teams, that give in parallel support to different products – B2B, B2C and social.
  • Have previous experience with AWS, Linux and Databases.
  • Have previous experience with Python or other scripting language
  • Have previous experience with FreshDesk, Salesforce and Jira.

We appreciate those who:

  • Are not afraid to say what they think.
  • Are independent and proactive in a fast-paced environment.
  • Are not afraid to get their hands dirty but like to work analytically as well. 
  • Can simplify the complexity to stakeholders but can go into details when working with the team.
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