Technical Support Team Lead
hace 11 horas
This is a unique opportunity to join a fast-growing company and play a key role in building products and online services that transform the media industry. As a Technical Support Team Lead at Brightcove, you will be responsible for managing a team of technical customer service engineers in a multilingual environment.
Responsibilities- Manage a team of 6-8 technical customer service engineers
- Create a customer- and employee-focused team culture and environment
- Provide regular coaching, mentoring, and constructive feedback to team members
- Develop all levels of employees within the organization to ensure successful succession planning
- Establish and assure adherence to budgets, schedules, and performance requirements
- Participate in the hiring and interviewing process as an evaluator of soft and technical skills
- Provide a voice of the customer to internal stakeholders in the Product and Engineering teams
- Interact with senior management and executives on cross-functional areas and responsibilities
- Drive continuous process improvements and initiatives to increase productivity, improve customer satisfaction, and meet business KPIs
- College degree (CS degree preferred but not required)
- Minimum of 3 years of relevant management/team leading experience in a customer-facing environment
- Experience delivering on global strategic initiatives to improve customer satisfaction and experience
- Experience managing large enterprise customer partner relationships and advocating for technical issues or needs
- Excellent English communication skills and strong customer focus
- Proven ability to work with the team to quickly and calmly resolve technical issues
- Exposure to online technical problem-solving and troubleshooting
- Understanding of internet technologies, including browsers, networking, firewalls, and proxy servers
- Working knowledge of web-based technologies, including HTML, CSS, and JavaScript
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