Careers at​ Gloat

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Support Team Lead – North America

New York · Full-time · Intermediate

About The Position

Who are we:

Gloat helps organizations harness the hidden potential of their employees. And by matching people to internal projects, learning, and career opportunities, we enable employees to take charge of their careers.

As leaders rethink the modern workforce, we empower them to put employees and employers in the position to achieve anything. The world’s first internal talent marketplace is how we deliver on this promise. Our state-of-the-art AI platform provides mission-critical visibility, insight, and organizational agility.

By reinventing how work gets done, Gloat is disrupting the HR-Tech industry and enabling the most innovative enterprises to build future-ready workforces.


What our life looks like:

We are a fast-growing, dynamic startup with offices in Tel Aviv, New York, London, Singapore, and Melbourne, as well as a fleet of remote workers all around the globe. We value collaboration and innovative thinking, and we’re always looking for bright, driven, and all-around awesome people to join the fun and grow with us (since we use our own product, every Gloater is highly incentivized to learn and evolve)


Who we’re looking for:

  • G – get it done
  • L – look beyond the status quo
  • O – own it
  • A – adapt and evolve
  • T – tear down silos
  • E – empower our customers
  • R – rely on each other


The Job: 

We are looking for a T1/T2 Support Team Leader/Supervisor to lead our T1/T2 Support team in the North America region.

The ideal candidate brings a mix of technical skills, hands-on approach, curiosity, and strong customer orientation – understanding customer needs, the business impact of various issues, and the ability to prioritize and take corrective action accordingly.

This is a supervisory role where you will lead Technical Support Specialists (T1\T2 Level) and will be responsible for the day-to-day management of the Support operation in North America, ensuring the technical health and resolution of customers issues within SLAs. You are expected to be technically involved and also act as an escalation manager for high priority issues, collaborating closely with other groups in the company.

We are looking for a leader and a team player who can think out of the box, collaborate with others, motivate and mentor team members, be agile, and be able to work in a fast-paced environment. 

Among other responsibilities, you will partake in thought leadership to redefine the way we operate, and take initiative to improve our processes, tools, etc.



Responsibilities

  • Direct management\supervision of the North America Technical Support Specialists.
  • Effectively manage the daily Support operation, prioritize cases and ensure SLAs and KPIs are met.
  • Hands-on investigation and troubleshooting of support cases as required.
  • Contribute to the design and improvements of work procedures and processes by raising gaps, suggest solutions and lead the efforts to implement the suggested solutions.
  • Responsible for the team performance, knowledge and skills.
  • Act as an escalation manager for high priority issues, escalating with other groups, leading the support efforts until full resolution while providing clear visibility to customers, account teams and management.
  • Work closely with other teams in the company such as T3, R&D, Product, Implementation and CS teams to verify progress of customer issues as expected.
  • Ongoing reviews of Support statistics and metrics, and provide detailed reports to Support management.

Requirements

  • 2+ years’ experience as a technical support team leader\supervisor.
  • 3+ years’ experience in hands-on B2B support or equivalent customer-facing roles.
  • Experience working in SAAS companies.
  • Excellent technical skills and hands-on approach being able to lead a technical investigation.
  • Data-driven – experience analyzing data and reports, gaining insights and driving corrective actions.
  • Excellent interpersonal and communication skills including managing escalation calls with customers and internal account teams.
  • A highly motivated individual, customer support oriented with a positive & proactive attitude.
  • Ability to act rapidly and logically under pressure, and make effective use of others in overcoming challenges.
  • Versatility, flexibility, and ability to work within a constantly changing environment with enthusiasm.
  • Willingness and ability to travel from time to time.

Preferred Requirements

  • Experience in the HR-Tech industry.
  • Knowledge of Web Applications technologies/HTML/CSS /JavaScript
  • Experience with Salesforce ticketing system, Jira and internal communication tools (such as Slack, etc.)

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