Technical Support Team Lead

hace 11 horas


Guadalajara, Jalisco, México Brightcove A tiempo completo
Technical Support Team Lead

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
Qualifications/Experience
  • 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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