Support Team Lead
Translated automatically from the original posting.
AIO Software is pleased to announce a vacancy for the position of Support Team Lead
Responsibilities: - Manage the technical support team: assign tasks, monitor results, and develop team members. - Handle daily operational work with the team (prioritizing tickets, monitoring SLAs, resolving complex cases). - Build, implement, and optimize support processes for a B2B SaaS product. - Manage team resources: distribute workload, plan schedules, and improve efficiency. - Work with key clients on complex and escalated cases. - Analyze support performance metrics and prepare regular reporting. - Investigate incidents, conduct Root Cause Analysis, and implement measures to prevent recurrence. - Collaborate cross-functionally with development and product teams to improve the customer experience.
Professional skills: - Experience managing a technical support team. - Experience building and optimizing support processes (SLA, escalations, ticket prioritization). - Confident work with ticketing systems. - Hands-on experience with incident management and Root Cause Analysis. - Experience working with key support metrics and preparing analytical reporting. - Experience with cross-functional collaboration with development and product teams. - Fluent English, B2 level or higher (required). - Technical background: experience with CRM systems or in IT is a plus.
Personal qualities: - Strong leadership skills and the ability to build an effective team. - Experience mentoring and developing employees, with a willingness to share expertise. - Strong communication skills and fluent written and spoken language. - Ability to prioritize and make decisions under high workload. - Ability to multitask effectively. - Proactive, positive, and constructive approach to problem-solving. - Emotional resilience and the ability to stay focused under stress.
Interested Candidates please click on the button "Easy Apply"
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