Position Title: Technical Support Team Leader (USA/LATAM)

Department: Success

Bringg is looking for an experienced application support team leader to inspire, mentor and lead our US-based Technical Support Team. Based in Chicago, our US Technical Support Team works closely with our customer success, solutions experts and R&D teams (as well as our Tel Aviv-based Support Team) to provide 24/7/365 assistance and resolutions for technical and product issues, while communicating and building trust and relationships with large international customers in the USA, Europe and LATAM.

Position Responsibilities:

• Function as a senior team member, team leader, co-ordinator and point-of-escalation for one of the Bringg’s regional Helpdesk Teams.
• Liaise closely with other Support Team Leaders and Management to ensure that the principles and processes are aligned across different Support teams.
• Coach, mentor, support and develop personal and professional skills to get the best out of each member of your team.
• Ensure that coverage and customer service is provided in line with Bringg’s SLAs and commitments.
• Take an active role in our Helpdesk Team including taking shifts and handling tickets.
• Continually evaluate and identify opportunities to improve our people and process. 
• Monitor and improve both team and personal KPIs including assisting with periodic performance reviews.

Skills / Experience Requirements:

• Minimum 2 years experience leading an Application Support or Technical Customer Support team.  Mentoring and coaching experience required.
• Minimum 3 years experience working in front-line Customer Support or Helpdesk teams in a SaaS-type environment working closely with Product and Development Teams. Unfortunately, support experience in IT or Telecoms systems is not applicable for this role. 
• Experience working with Enterprise businesses or similarly large and complex customers. International experience is desirable.  
• Experience and a strong working knowledge of the SaaS industry/ecosystem including: APIs and API tools, PaaS, Cloud technologies, Elastic Search, logging, SSO/OAuth etc.
• Strong basic to advanced SQL/PostgreSQL 
• Demonstrable debugging and troubleshooting skills in APIs, server logs (Kibana/Splunk) and code. Development or QA experience an advantage.
• Native-level English required.  Fluent French, Spanish and/or Portuguese desirable.

What are you like?

• Strong interpersonal skills and strong written and verbal communication skills - a must!
• Strong attention to detail and quality
• Systematic and methodical thinking
• Creative and intuitive thinking
• The ability to know when to use each of the previous two skills!
• Ability and willingness to get out of your personal comfort zone.  Can thrive in chaotic or unpredictable situations.
• Self-teaching, self-learning, self-motivating.  We’ll help you with everything else!
• Your own can-do attitude
• Responsible and accountable for your own actions