Tier 2 Customer Experience Team Leader (Hosting) - APAC

Description

Please submit your resume in English

As Elementor’s Tier 2 Customer Experience Team Leader, you will play a pivotal role in our advanced technical support team within the hosting group. Collaborating with regional peers and other departments, you will ensure seamless customer support while contributing to the definition and implementation of new processes and tools.

In this role, you will lead a team of skilled support agents, providing mentorship and guidance to deliver exceptional customer support via tickets, email, and live chat. As a leader, you will set an example through effective work organization, reporting, training, and handling escalations. You will also have the chance to contribute to various projects at our dynamic and fast-paced company.

We are seeking experienced Elementor users who are passionate about empowering web creators worldwide. This advanced-level position offers numerous opportunities for professional growth, enabling you to master leading methodologies and tools while helping to shape the future of web design.

Work Environment

What do we do?

Elementor is the leading website-building platform for WordPress professionals.

Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their future one pixel at a time. We provide our users with everything they need to succeed.

A new website is created every 10 seconds using Elementor!

Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 18M websites powered by Elementor. More than 11% of all websites around the world are built using Elementor!

How do we do it?

At Elementor, we’re building the future of web creation.

We believe in empowering our employees and our users, enabling people to grow.

Creativity, professionalism, curiosity, motivation, and friendship are the driving forces behind our journey, and we take great pride in the people of Elementor who lead the company’s constant scaling.

Responsibilities

• Directly supervise T2,T3, and APPS technical support staff, including recruitment and evaluations.
• Mentor your team members and provide oversight, coaching, and training to meet KPIs.
• Collaborate with other team members and departments to generate greater knowledge and enhance customer experience.
• Stay in the loop regarding Elementor’s new technology and get to know the different services we offer our customers.
• Learn the inner workings of our tools to become part of our select team of technical support experts.
• Triage new customer requests and drive the best course of action for their resolution.
• Communicate with Elementor’s customers and liaise their service requests to our professional teams.
• Proactively engage with customers and facilitate their use of our products.
• Use different communication tools to enhance customer experience and maintain the high availability of our support functions.
• Continually enhance your customer service skills and develop your professional expertise.
• Share both positive and negative feedback to enhance the performance of your team.

Requirements

• 2+ years of broad management experience: individuals, teams, and project management - a must.
• Experience with WordPress, HTML, CSS, and JavaScript - a must.
• Experience with web servers and infrastructure, hosting, cloud, and SaaS - a must.
• Experience with web development and inspection tools.
• Knowledge and strong proficiency in Elementor tools - an advantage.
• Knowledge of PHP and other coding languages - an advantage.
• Web design/development background - an advantage.
• Knowledge of web applications.
• Ability to analyze and solve complex technical problems.
• Ability to fluently communicate complex technical ideas in written English.
• Ability to break down a technical process and patiently guide others through it.
• Organized, methodical, transparent, and exceptionally courteous.
• A team player who can also work independently in an at-home environment (offshore Israel).