Customer Support Team Lead

• Managing the customer support department s daytoday functions (supervising of agents performance management provide coaching & feedback)
• Work on support operational efficiency together with Head of Customer Service: raise support agents individual SLA s CSAT Quality Control scores
• Search for support team inefficiencies and manage the changes to eliminate them
• Implementing customer support processes to enhance customer experience and automation tools to scale the team s performance
• Provide handson support and troubleshooting for customers through multiple support channels
• Keeping the team updated of all new information related to products procedures and trends.
• Interviewing and hiring new employees
• Overseeing and evaluating the teams ongoing training efforts.
• Delivering ongoing performance evaluations and following the disciplinary process according to company policy
• Providing ongoing training and development opportunities for agents
• Regular revision and updating knowledge base
• Resolving escalated customer inquiries and complaints

• Fulltime remote contractbased collaboration;
• A comfortable digital office. We use modern digital tools Miro Notion Google Meet etc. to make the process of working together seamless.
• Diverse and tightknit team which is spread out across Israel Serbia US Georgia Armenia and more.

Disclosures

*At this time we are unable to offer H1B sponsorship opportunities in the USA.

**This job description is not designed to contain a comprehensive listing of activities duties or responsibilities that are required. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities at any time.

***TripleTen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race color religion sex national original age religion disability marital status sexual orientation gender identity/expression protected military/veteran status or any other legally protected factor.

Requirements :

• Empathy.
• Minimum 1 year of proven experience in managing technical support operations teams preferably in EdTech.
• Experience working with omnichannel tools and ticketing systems such as HubSpot.
• Proficiency in English at least at the UpperIntermediate level.
• Adaptability: Demonstrated flexibility and openness to changes in customer demands team dynamics and company objectives. Willingness to incorporate new tools and technologies.
• Datadriven and solutionoriented mindset.

Remote Work :

Yes

Employment Type :

Fulltime