Support Team Lead

We are looking for a Support Team Lead who will be responsible for providing a global first-class help desk service. You will need to be familiar with our platform, learn our customer needs, work closely with the operation/account/product/R&D teams and lead the team to provide excellence. As part of the role you’ll be building the team from scratch, including recruitment and cross-teams processes definitions. We see this role as a big leverage for enthusiastic support oriented leaders that want to have an impact on WSC Sports customer experience.

What you’ll do:

  • Promote and enforce support procedures and processes
  • Manage communication with other departments
  • Handle customer escalations, complex, and on-going problem situations
  • Making sure customers’ tickets are being handled properly and according to SLA
  • Create KPIs and monitor them
  • Recruitment - define the support manager role and manage the hiring process
  • Manage the daily activities of the team
  • Maintain and enhance WSC Sports customer support tools
  • Work closely with the Operation team to continually build and improve upon the team’s tools and models.

What you’ll need:

  • 2+ years experience as a Team Leader in Support/CS and working with global customers
  • Experience with Help Desk ticketing system management, ticketing routing and maintaining a high level of service according to SLA
  • Ability to understand and troubleshoot system/applications flows and provide solutions
  • Experience in recruiting employees
  • Experience with working in a “tier” levels support department (tier 1-> 2 -> 3)
  • Scale- working in an organization that provide support to 100+ clients 
  • Tech savvy and knowledge of customer support tools (zendesk, Jira, etc)
  • English - mother tongue is an advantage
  • Relevant Bachelor degree (Computer, Industrial Engineering, etc.)



PHONE: +972-3-773-1660

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