Customer Support Leader

We are looking for a Customer Support Leader to build and lead a top notch team of Support representatives, servicing our customers around the world.
  
Responsibilities
 Build and lead a team of Customer Support representatives
 Provide hands-on support for our clients and own all support tickets handling while ensuring high customer satisfaction.
 Troubleshoot and deliver solutions including API and Javascript related issues
 Support customer success manager in onboarding and ongoing customer activities including POC’s.
 Build internal support processes and KPI to ensure smooth and effective operation
 Function as a focal point for Technical escalation
 Work closely with different departments in the company, such as QA and Operations.
 Create, manage and maintain the customer knowledge base
  
 
At least 2 years of experience leading a Customer Support team from a B2B SAAS company.  
At least 4 years of experience in a Customer Support role   
Working knowledge of customer service software, databases and tools (such as Salesforce, Zendesk, Jira, Gitlab)   Experience working with Javascript or Python   
Experienced with ETL process   
Experience working with API   
In depth knowledge of support processes and tools   
Excellent English   
Strong client-facing and communication skills