🛠 Tech Stack

💼 About This Role

You'll lead a local team of support agents, ensuring they meet KPIs and develop professionally. You'll mentor through feedback and career planning, while handling complex customer escalations. This role offers the chance to shape a growing global support team at a leading customer engagement platform.

🎯 What You'll Do

• Lead a local team of support agents, ensuring KPI achievement.
• Conduct regular one-on-ones, provide feedback, and map career paths.
• Manage hiring, onboarding, and performance evaluations.
• Serve as escalation point for complex customer issues.

📋 Requirements

• 2-4 years of management experience in technical support (SaaS B2B preferred).
• Proven track record in leadership and talent development.
• Expertise in addressing complex technical support challenges.
• Proficiency with case management tools like Salesforce, Zendesk.

✨ Nice to Have

• Experience with HTML, CSS, JavaScript, APIs, or SQL.
• Familiarity with Postman, Snowflake, or Kibana.

🎁 Benefits & Perks

• 💰 Competitive compensation including equity.
• 🏖️ Flexible paid time off.
• 👨‍👩‍👧‍👦 Family services including fertility benefits and equal paid parental leave.
• 📚 Professional development with learning stipend.
• 💳 Retirement and Employee Stock Purchase Plans.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical assessment· 60 min
4. 4Final team interview· 45 min