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T1\T2 Global Support Manager

Tel Aviv · Senior

About The Position

We are looking for a T1\T2 Global Support Manager to lead our T1\T2 Global Support team.

The ideal candidate brings a mix of technical skills together with strong customer orientation – understanding customers needs, the business impact of various issues, and ability to prioritize and take corrective actions accordingly.

This is a managerial role where you will manage a team of Technical Support Specialists (T1\T2 Level) and will report to the Head of Global Support. You will be responsible for the day to day management of the Support operation overall, 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, can collaborate with others, can motivate and mentor others, be agile and be able to work in a fast paced environment. 

You will be part of the Support Management team, helping to shape the future of the way we operate, raising and taking initiatives to improve our processes, tools, etc.



Responsibilities

 

  • Direct management of a global team of Technical Support Specialists (T1\T2).
  • Responsible for the T1\T2 Global Support performance, effectively managing the daily operation, prioritizing cases and ensuring SLAs and KPIs are met.
  • Design and establish work procedures and processes to meet the team’s KPIs and service SLAs and act as key contributor and facilitator for improvements in the Support operation.
  • Responsible for the team growth, performance and career development, knowledge and skills, while ensuring a high level of employee satisfaction within the team.
  • 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 and account teams
  • 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 management.

Requirements

  • 3+ years’ experience in a managerial role leading a global team of technical support or equivalent.
  • 4+ 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.


Advantages

  • Experience in the HR-Tech industry.
  • Experience with Salesforce ticketing system and Jira
  • Knowledge of Web Applications technologies/HTML/CSS /JavaScript

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This information helps us personalize your demo.