Key skills
DNSJavaScriptSaaSJiraLeadershipCommunication
About this role
Role Overview
- Responsible for the day-to-day management of your team
- Serve as a point of escalation for issues outside the authority of an agent
- Coordinate with clients from time to time
- Ensure the smooth functioning of technical operations
- Monitor and evaluate staff progress
- Assist with training and recruitment
- Set goals
- Ensure overall client satisfaction
- Work with Technical Support teams
Requirements
- Passionate about developing people and scaling teams
- A natural coach who finds joy in helping others grow
- Excited about learning and developing relationships with clients
- Someone who thrives in high-accountability environments
- Analytical and a problem solver
- A confident decision-maker who leads by example and with integrity
- Fluent and articulate with strong writing skills and clear presentation abilities
- persuasive but empathetic
- Able to multitask and prioritize
- Adaptable to change and attentive to detail
- Able to work well in a team environment
- Able to reduce frustration on heated topics by being solutions-oriented
- Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions
- Bachelor’s degree in computer science, engineering, or a related field.
- Familiarity with Intercom
- Relevant Management certification may be required.
- Three years of supervisory experience in a related field
- Experience with performance metrics and QA feedback loops.
- Excellent technical, diagnostic, and troubleshooting skills.
- Strong leadership and organizational abilities.
- Willingness to build professional relationships with staff and clients.
- Excellent communication, motivational, and interpersonal skills.
- Desire to teach new customers about the platform.
- Ability to answer product and technical questions.
- Comfort working independently, given time zone differences.
- Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.
- Nice to have experience with JIRA or Zendesk.
- Nice to have previous experience in a B2B technical support role at a SaaS company.
- Nice to have experience with email, push, or SMS platforms.
Tech Stack
- DNS
- JavaScript