Technical Team Leader

🔥 0 minutes ago

🇷🇴 Romania – Remote

💵 RON13k / month

⏰ Full Time

🟠 Senior

✨ Team Leader

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Provide effective leadership and supervision to a team of representatives • Set clear performance expectations and goals aligned with organizational objectives • Coach, mentor, and motivate team members to enhance skills, performance, and professional development • Address employee concerns, conflicts, and performance issues • Monitor team performance and adherence to SLAs and KPIs • Analyze team metrics and implement strategies to improve productivity and efficiency • Collaborate with cross-functional teams to streamline processes and resolve operational challenges • Monitor and improve customer service quality and customer satisfaction • Stay updated with industry best practices and trends to drive process improvements and innovation • Identify training needs and coordinate training sessions • Ensure team members have the necessary tools, resources, and information • Collaborate with team leads and managers to share best practices and implement consistent processes • Handle escalations, customer inquiries, and complaints as needed • Participate in team meetings and organizational initiatives • Provide reports on team performance • Communicate with clients as needed • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Participate in training programs and continuous learning modules • Maintain a positive, empathetic, and professional attitude toward customers and colleagues

🎯 Requirements

• Must have handled Technical Accounts • 3+ years of experience in a role equivalent to the representative's role the leader will support • 1+ years of experience in a leadership or supervisory role, preferably in a call center environment • Previous client-facing experience preferred • Strong communication skills, both verbal and written • Strong knowledge and understanding of customer service and technical support principles and practices • Strong problem-solving and decision-making skills • Excellent interpersonal skills to interact with team members and stakeholders at all levels • Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences • Results-oriented mindset with a focus on driving operational excellence and continuous improvement • Proficiency in using customer service software and tools such as CRM • Proficient in using computers and various software applications • Knowledge of battery/solar systems (preferred, but not mandatory) • Proficiency with tools like Genesis, Hubspot, and CRMs (preferred, but not mandatory)

🏖️ Benefits

• 21 Days Annual Leaves • Medical • Remote Work Allowance (400 lei/month) • Meal tickets (40 lei/working day) • Performance Bonus