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Full Details of Job Post
Weβre obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
The Team Lead will manage the Tier 1 and Tier 2 Technical Support teams to provide world-class customer support. The ideal candidate will have excellent leadership and communication skills, a strong technical background, and experience in managing customer support teams.
What does a day in the life as a Software Developer Support Lead look like?
Manage and lead the Tier 1 and Tier 2 Technical Support teams.
Manage BPO relationships to ensure UpKeep standards are met
Monitor team performance and provide coaching and mentoring to team members
Develop and maintain support processes and procedures
Ensure that team members are providing world-class customer support
Handle escalations from Tier 1 and Tier 2 support representatives
Work with Engineering teams to troubleshoot bugs and provide feedback to product development teams
Identify areas for improvement and drive continuous improvement across all departments
Create and maintain customer resources, such as help articles and internal tools
Perform other duties as assigned
What are the required qualifications for a Software Developer Support Lead?
5+ years of technical support experience, with at least 2 years in a leadership or management role
Experience managing customer support teams and leading process improvements
Excellent written and verbal communication skills
Strong problem-solving and analytical skills
Ability to work well in a team environment
Experience with replicating bug issues (Dev/Support)
Client Management
Knowledge of SQL and data analysis is a plus
Ninja Perks and Benefits
*Full time employees
β Competitive compensation
β Adherence to government-mandated benefits
β Retirement Savings Program with Company Matching
β Life Insurance
β HMO on day 1
β Paid time off, birthday leave
β Bonus and incentive plans
β Opportunities for skills training and personal and professional development
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.