Technical Customer Support Team Lead (Tier 2 Technical Customer Support Team)

Описание

We re JEDai , a leading tech company providing high-tech services to the FMCG/Retail sector using image recognition technologies to boost sales efficiency. Our solutions grant real-time measurements of the most relevant shelf indicators. We help brands to know what s happening in-store and how to improve sales performances.

JEDai is collaborating with the strongest brands in the FMCG community. We already worked with Danone, Mars, Kraft Heinz, and P&G. We have more than 30 clients Worldwide.

We re seeking a skilled and experienced Technical Support Team Lead (Tier 2 Technical Support Team) who will be responsible for the operational management of the L2 Tech Support team to ensure customer success and achievement of the department's strategic goals.

If you are a technically proficient leader looking for an exciting opportunity to contribute to a dynamic team and product, we invite you to become a part of our team!

Responsibilities:

1. Operational management of the direction of the second line of technical support:

• Collaborate with the Head of Department to break down the department s strategy into project/task levels.

• Apply tactical management techniques, tools, methods, and approaches to achieve the department s strategic goals.

• Implement projects/tasks based on the department s strategy.

• Regularly communicate and discuss the strategy development plan with the team.

• Support the team's operational activities by resolving issues and working through team processes.

• Supporting and ensuring the operational activity of the team by resolving issues and developing team processes.

• Ensure that the department's knowledge base is updated.

• Prepare monthly reports for clients on SLA fulfilment.

2. Ensuring customer success in using the company's products and services through the provision of technical support:

• Control the quality and timing of requests resolution by the team, provide feedbacks;

• Be involved in solving complex tickets, assist the team;

• Validate the tickets transferred to L3;

• Participate in sprint planning as part of the BugFix process;

• Lead the meetings on stability;

• Take part in meetings with clients to deal with incidents, issues, escalations, sync with CSMs;

• Reduce the number of requests and escalations to L2 Tech Support;

• Ensure L2 Tech Support team meets the SLA's.

3. Team Management:

• Resource planning and hiring the new team members if needed;

• Ongoing work with the team: regular performance reviews and the creation of individual team development plans, taking into account the strategic plans of the department;

• Achieve department and line of business goals;

• Team engagement and effective delegation;

• Addressing and resolving complex conflict situations in the department;

• Development of mentoring and coaching to transfer and strengthen core competencies;

• Hiring talent based on the culture and needs of the company.

Requirements:

Essential:

• Experience in managing a team of 5+ people for 2+ years;

• Experience in building internal and cross functional processes;

• Experience with B2B SaaS products (ideally if B2B SaaS for FMCG, Retail);

• English B2;

• Tech stack: SQL, MongoDB, Python, API, Postman, Grafana.

Nice to have:

• Knowledge of FMCG and Retail specifics;

• Experience of working in an international team.

We offer:

• Competitive payment (Fixed salary and bonus based on KPI);

• Work with multicultural teams using the most modern technologies;

• You ll grow professionally - inside company Educational Center and Development Plans;

• You ll study English - we cover 50%;

• You ll choose - remote or hybrid (office is located in Moscow by the Kurskaya metro station).

Please make sure to send your CV in English and keep in mind that the first interview will be conducted in English.

We are considering candidates from Russia, CIS. We ll be glad to meet you!