Tech Support Lead

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Mellro

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏠 Real Estate

💳 Fintech

🤝 B2B

💰 $897.3k Angel Round - Mell.ro on 2024-07

Real Estate • Fintech • B2B

Mellro is a Brazilian rent payment guarantor that serves real estate agents and brokerages across Brazil. It simplifies the rental process with technology-enabled (and free) tools, guarantees on-time rental payments for landlords and agencies, and offers advances on receivables to ensure predictable cash flow.

📋 Description

• Lead the Tech Support operation, ensuring efficiency, quality and adherence to SLAs. • Design, structure and improve processes, support workflows, documentation and the knowledge base. • Monitor metrics such as backlog, SLA compliance, response time, resolution time, reopenings and productivity. • Coordinate management of critical incidents, conducting root-cause analyses and prevention plans. • Collaborate with Technology, Product and Business teams to prioritize requests and drive continuous improvement. • Define standards for support, escalation, classification and ticket closure. • Identify opportunities for automation, self-service and operational optimization. • Present metrics, risks and action plans to the executive team. • Lead the support operation and monitor the performance of service providers.

🎯 Requirements

• Proven experience leading Tech Support, Service Desk, Application Support or Service Delivery operations. • Experience managing SLAs, incidents, backlogs, support queues and operational metrics. • Experience coordinating teams, partners or vendors. • Familiarity with tools such as ClickUp, Jira, Zendesk, ServiceNow or similar platforms. • Ability to work closely with Engineering and Product teams, with understanding of concepts like APIs, integrations, databases and logs. • Experience with process documentation and knowledge management.

🏖️ Benefits

• Flexible working hours • Day off • Wellness platform • Additional paid bonus days