Head of Support
Team in UA, від $3500
- Формат:
- повний remote
- Рівень:
- lead
- Джерело:
- jobs.dou.ua
Що робити
- Lead and manage the support organisation, including Support Shift Leads and Technical Support Agents
- Build, grow, and develop the support team with a focus on hiring, onboarding, coaching, and performance management
- Establish and maintain the shift rotation to ensure consistent 24/7 coverage
- Define, document, and enforce support processes, playbooks, and best practices
- Own platform and response time SLAs: tracking, reporting, and ensuring we meet our commitments
Що очікуємо
- Proven experience leading a technical support or live operations team, ideally in a 24/7 environment
- Track record of building and scaling support functions including hiring, training, and developing team members
- Strong understanding of SLA management, including defining metrics, tracking performance, and driving accountability
- Comfortable with technical concepts and able to engage credibly on streaming, APIs, and integrations
- Excellent communication skills, able to represent support at a senior level internally and externally
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