Technical Support Team Lead
Description
About TrekkSoft
TrekkSoft is a leading SaaS booking software provider in the tours and activities industry. We are a strong and diverse team, continuously developing and improving a key product that is serving thousands of end customers. We are driven, focused and really care about our customers and team.
Role outline
We are looking for an experienced leader to head our Technical Support Team. As Team Lead you will be in charge of both day to day performance of the team, and of long term initiatives to improve customer support operations at TrekkSoft. You are a hands on leader, not afraid to pitch in and get your hands dirty with technical tasks on a day to day basis. You are as much a people person as you are a technical person. You will be expected to spend 30-40% doing hands on support tasks.
As Technical Support Team Lead at TrekkSoft you will be a tech savvy individual, with intrinsic understanding and affinity for software from a user perspective. You will have a strong track record of leading teams in a support capacity, or ready to take your first step into this management position. Your are comfortable working in a complex, feature rich software environment. You will work with local and remote teams in a highly distributed context. Able to prioritize and multitask well, self starter, detail and process oriented. You will be reporting directly to the COO and be working with stakeholders from CSM and Product across the organization.
Responsibilities
- Manage the day to day activities of our distributed support team.
- Participate in daily support tasks as required by volume levels.
- Take ownership of support KPIs and report regularly to management.
- Take ownership of the support software tools and services.
- Own the customer facing help pages, updating existing and publishing new articles.
- Own the internal documentation, including support processes and procedures.
- Coach and train support agents on changes and new features to the product.
- Participate in periodical team evaluations and driving best practices.
- Participate in sprints and advocate for bug fixes.
- Be a conduit for QA to Product.
- Participate with customer communication campaigns as needed.
- Monitor changes in the product and work actively to generate content and train both internal and external stakeholders.
Requirements
- At least 3 years experience leading technical support teams in a customer facing SaaS environment.
- Experience with support and CRM software (Hubspot, Zendesk, Sales Force, Jira, Intercom etc.).
- Excellent verbal and written communication skills. Able to understand requirements, describe processes and draft customer communications.
- General knowledge of API and cloud computing.
- Experience in agile software development environment is a strong plus.
- Experience setting up service SLAs a plus.
- Able to identify and supply long term solutions for problems.
- Fluent in English is a must (native is a plus).
- At least one additional language (German, Spanish, Italian, Norwegian).
- A Bachelor's / Master’s degree (or 5+ year of experience) in computing or business.
- You are an EU resident and have a valid work permit for the EU.
- Available for travel on occasion.
Benefits
- Competitive salary.
- Work remotely with access to our co-working space in Barcelona city.
- Support for online courses and book purchases.
- Be part of a highly international, motivated and fun team.
- Grow in a dynamic and fast-paced environment with lots of opportunities to make an impact.
- Join our yearly on-site team Week event.
- Get an extra day off on your birthday.
Find our more about us here!