Technical Support Team Lead

2 weeks ago


Cebu City, Central Visayas, Philippines Supporting Enterprises Full time
Technical Support Team Lead (For Pooling)

Supervisors/Team Leaders (Call Centre & Customer Service)

We are looking for an exceptional customer service team leader with a technical flair to join our support team, work with some of the world's top brands, and have an impact on our current and future offerings

If you're an experienced support manager who enjoys giving top quality support - we're waiting to hear from you

Who are we?

Yotpo is the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Rebecca Minkoff, MVMT, Bob's Discount Furniture, and Steve Madden accelerate direct-to-consumer growth. Our single-platform approach integrates data-driven solutions for reviews, visual UGC, loyalty, referrals, and more. Brands with Yotpo are empowered to create smarter, higher-converting experiences that spark and sustain customer relationships. We integrate with the tools online businesses use every day, including Google, Instagram, top eCommerce platforms, and the rest of the martech stack. Yotpo is a Forbes Cloud 100 company with offices in New York, London, Boston, and Tel Aviv.

Qualifications

  • 3+ years of working experience as a Technical Support Team Leader
  • Hands-on experience using HTML, CSS, and SQL
  • Experience with E-commerce (Shopify for example) is a big advantage
  • Experience interacting with and influencing partners at all levels
  • Excellent leadership skills that improve team focus, effectiveness and efficiency
  • Ability to perform robust business process analysis and recommend solutions
  • Prioritize, plan, delegate and execute strategies, objectives, and projects successfully
  • Dedication to the delivery of an unparalleled and consistent customer experience
  • Excellent judgment and negotiation abilities to deal with customer change requests
  • Flexibility to adjust to changing requirements, priorities, and schedules
  • Capable of handling multiple tasks simultaneously under pressure during critical scenarios
  • Strong communication skills, both verbal and written
  • In-depth knowledge of performance metrics
  • Amenable to work in a shifting schedule, with a focus on night shifts to serve our biggest market in the US
  • Available to start immediately

Essential Duties and Responsibilities:

  • Managing the day-to-day activities of the team
  • Developing and implementing a timeline to achieve targets.
  • Respond to escalated technical customer issues/incidents.
  • Escalates incidents to higher tier of support, management, other IT resources, third parties and/or vendors, as needed
  • Generates and manages weekly and monthly performance reports, both for team and individual level
  • Conducts and analyzes monthly performance reviews
  • Supports continuous improvement and organization development activities
  • Facilitates training of newly hired technical support engineers and conducts training of team members to maximize their potential.
  • Evaluate team's quality of work by doing regular audits
  • Performs other related tasks which may be assigned from time to time
Your application will include the following questions:

How many years' experience do you have as a Technical Support Team Leader?

Do you have customer service experience?

Which of the following programming languages are you experienced in?

Information & Communication Technology

Supporting Enterprises Inc. has one focus - to enhance your experience through simple, effective, convenient searching.

As a vertical search engine (aka meta-search engine), we are committed to building the largest database of online content from the very best online sources (travel agencies, hotel & airline websites, property websites, job boards, online consolidators,last minute booking sites, and more).

At Supporting Enterprises we're passionate about delivering you a better search experience. Like you, we've spent many frustrating hours browsing one website to another to search for the very best travel deal, that dream job, the next investment, a new place to call home; wasting precious time in the process. Now all that has changed with Odusee.

Supporting Enterprises introduces an improved way of searching using a practical and easy-to-use interface. You set the parameters for the search and we give you the best matched results from hundreds of leading online sources. Whether searching for a job in Sydney, buying a property in Perth, purchasing that new vehicle, finding a freelancer to meet that project deadline, or taking that trip overseas, Supporting Enterprises can get you there, fast

Supporting Enterprises Inc. has one focus - to enhance your experience through simple, effective, convenient searching.

As a vertical search engine (aka meta-search engine), we are committed to building the largest database of online content from the very best online sources (travel agencies, hotel & airline websites, property websites, job boards, online consolidators,last minute booking sites, and more).

At Supporting Enterprises we're passionate about delivering you a better search experience. Like you, we've spent many frustrating hours browsing one website to another to search for the very best travel deal, that dream job, the next investment, a new place to call home; wasting precious time in the process. Now all that has changed with Odusee.

Supporting Enterprises introduces an improved way of searching using a practical and easy-to-use interface. You set the parameters for the search and we give you the best matched results from hundreds of leading online sources. Whether searching for a job in Sydney, buying a property in Perth, purchasing that new vehicle, finding a freelancer to meet that project deadline, or taking that trip overseas, Supporting Enterprises can get you there, fast

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