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Technical Support Team Lead

hace 2 meses

Xico, México Upfluence A tiempo completo

About Upfluence

Upfluence is a leading provider of influencer marketing solutions, helping brands and agencies connect with millions of social media creators and execute comprehensive campaigns.

As a rapidly growing global company, we are seeking a highly skilled Technical Support Team Lead to join our team and lead a distributed team in multiple countries providing support in a wide range of geographical locations.

Key Responsibilities

  • Oversee the day-to-day operations of the Technical Support Team
  • Act as a mentor and provide oversight, coaching, and training to technical support staff
  • Be the point of contact when it comes to technical and customer escalations
  • Provide advanced technical support for both internal and external customers
  • On-board new technical support team members
  • Assist in the creation of the team KPIs/SOPs, as well as monitor and report on results
  • Be actively involved with operational delivery and new product and feature releases
  • Monitor team performance and report on metrics
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
  • Create Knowledge-Base material for both the team and customers
  • Review all technical support-related processes and documentation for continuous improvement

Requirements

  • 2-4 years of Technical Support or equivalent experience
  • Prior B2B or SaaS experience is a plus
  • Ideally, you have a technical background or experience
  • Superb communication and interpersonal skills
  • Ability to work well under pressure in a fast-paced, high-volume environment
  • Demonstrated desire for continuous learning and improvement
  • Proven people management and leadership skills
  • Strong analytical skills to investigate and resolve customer support tickets
  • Able to multi-task efficiently under time pressure
  • Previous experience in managing customer-focused teams
  • Proven experience in managing service and support-focused team culture
  • Ability to mentor and help coach others both technically and personally
  • Ability to collaborate with stakeholders in different teams to influence change through a matrix organization

What We Offer

  • Comprehensive compensation package
  • Stock options
  • Medical, Dental, Vision & Disability Insurance
  • A diverse and international team
  • Generous PTO & Company holidays
  • An entrepreneurial environment with room for growth
  • Flexible hybrid work model

Upfluence is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.