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Head of Global Support

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Israel

Offer summary

Qualifications:

5+ years B2C SAAS technical support experience, 3+ years team lead or people management experience, Verbal & written English communication skills, Experience in SLA's, KPI's & multinational org.

Key responsabilities:

  • Recruit, manage and coach 24/7 support engineers
  • Lead day-to-day operations, prioritize workload and escalations
  • Conduct technical investigations for escalated tickets
  • Collaborate on product/process improvements, build customer relationships
  • Initiate cross-functional projects to support Riverside.fm strategy
Riverside.fm logo
Riverside.fm Scaleup https://riverside.fm/
51 - 200 Employees
About Riverside.fm
Riverside is on its way to becoming the go-to platform for content creation. Spotify, Marvel, Mark Zuckerberg, Gary Vee, and Apple all use Riverside to create their video and audio content. We have a great and widely-used product in a fascinating industry. We are backed by Alexis Ohanian (founder of Reddit) and Oren Ze’ev, and a group of some of the biggest influencers in the world. We have product-market fit and a passionate user community. In short, all signals show Riverside is on its way to become an exceptional company, so join us now and have real impact!
See more Riverside.fm offers

Job description

Logo Jobgether

Your missions

Description

  • Recruit, manage and coach a team of 24/7 technical support engineers focusing on our top-tier and enterprise accounts
  • Manage the flow of day to day operations, lead and prioritize workload and handle escalations
  • Responsible for new employee onboarding, ongoing training, and knowledge management
  • Conduct hands-on technical investigation for customer tickets that are being escalated
  • Onboarding of new products/features to be supported to ensure the one-stop-shop operation
  • Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization
  • Build relationships with customer teams and internal stakeholders
  • Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region
  • Initiate, plan and execute cross-functional projects as part of Riverside.fm Support strategy

Requirements

  • 5 or more years of hands-on technical support experience in B2C SAAS companies
  • 3 or more years as a Team Lead/people manager
  • Excellent verbal and written communication skills in English - MUST
  • Preferred experience within a multinational organization in a global company
  • Experience in providing services to agreed SLA’s and to meet KPIs
  • Experience working with global R&D and Product teams
  • Experience managing business and/or direct client escalations
  • Manage hands-on projects and comply with business deadlines
  • Passion for customer service, relationship building, and self learning, with great troubleshooting skills
  • Experience mentoring, developing, and motivating engineering teams
  • Ability to multi-task, work under pressure and tight deadlines and time management
  • Bachelor’s Degree or Equivalent in related fields

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical EnablementProject PlanningTroubleshootingKnowledge Management

Soft Skills

  • Remote Team Management
  • Interpersonal Skills
  • Relationship Building
  • Problem Solving
  • Time Management
Are you interested?

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