Support Team Lead (199)

Overview

Reference
199

Salary
$140,000 - $160,000/annum + Healthcare,Dental

Job Location
- United States -- California -- Oakland

Job Type
Permanent

Posted
Wednesday, April 01, 2020


About Us:

We are the global leader in mobile attribution and marketing analytics. Data-driven marketers trust us for independent measurement solutions and innovative tools to grow and protect their mobile business. Our platform processes billions of mobile actions every day, empowering marketers and developers to maximize the return on their marketing investments. With Facebook, Google, Twitter, Pinterest, Snap Inc., Tencent and 4,600+ other integrated partners, and clients including HBO, Waze, Alibaba, Skyscanner, Activision and 12,000+ leading brands worldwide, we have 15 global offices to support marketers everywhere.

About the role:

We're looking for a technically savvy manager who understands the importance of being customer-oriented and responsive support services. This is an opportunity to expand the Support Team in the US and lead the way by continuing our reputation of stellar customer service. We believe we're successful only when our customers thrive. This individual would work closely with our Engineering, Customer Success, Partners and Product Teams. This individual will impact the product's evolution by providing feedback that can be integrated into future product development.

The right candidate will thrive in a fast-paced environment, using a mix of technical and strong customer facing skills, with a focus on process and system refinement. You will be tasked with driving successful outcomes for our customers. This position requires you to be a self-starter, hands-on, and have strong multitasking skills.

Responsibilities:

  • Lead and scale a world-class customer support team
  • Lead strategic planning with Global Support, drive exceptional results in all areas within the support group
  • Develop 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
  • Identify emerging issues, communicate it with the relevant team and contribute to internal and external knowledge base systems as necessary
  • Build and maintain effective internal relationships, specifically with Customer Success Managers and Engineering to help identify, report, and resolve issues quickly
  • Be the point of escalation to the local teams on urgent matters

Requirements:

  • 3+ years of experience in relevant SaaS or cloud based companies in a Support function
  • 1+ years of experience in leading an engineering/support or similar team
  • Working knowledge of databases and SQL querying
  • Organized and process-oriented with ability to drive resolutions working with multiple groups
  • Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences; technical and non-technical

Preferred Requirements:

  • Degree in Computer Science or equivalent technical experience
  • Familiarity with the mobile ecosystem
  • Background in web/ SDK/ Mobile/ support, development or QA
  • Experience with B2B companies and / or global companies

If this looks like a good fit based on your past experience and your goals for the future, please apply today!


Contact information

Gabe Aeschliman

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