Product Support Team Manager
hace 2 meses
Singular, a next-gen attribution and marketing analytics platform, is seeking an experienced team lead for our LATAM tier 1 team. As a Product Support Team Manager - LATAM, you'll oversee a new team of technical support engineers and be responsible for analytics troubleshooting. You will be a natural leader, working well with both technical and non-technical audiences as part of the customer service department.
Responsibilities:
- Lead a new team with a hands-on approach, practicing what you preach
- Develop a measurable long-term strategy
- Become an expert in all troubleshooting-related issues
- Maintain training and ensure high-quality knowledge of the team
- Write documents and implement processes for the team
- Collaborate closely with the global support team
- Contribute to the growth and development of our customer support competency
Requirements:
- Fluent English (verbal and written) - a must
- Ability to write short technical explanations in English - a must
- Service-oriented individual
- Ability to self-manage time and prioritize tasks without compromising quality
- Ability to work effectively in a fast-paced, innovative environment, demonstrating high energy, a sense of urgency, and decisiveness
- Aptitude to multitask with a high volume of tasks
- Responsible, independent, and autodidact
- Team leader with solid communication and presentation skills
- Excellent analytical and problem-solving skills
- Strong skills in data analysis/manipulation
- Self-starter - able to come up to speed on complex, challenging concepts with minimal assistance
What you need:
- Superb English and communication skills
- At least 2 years of managing a team
- A strategic, problem-solving, and analytical mind
- At least 7 years of Customer Service experience
- BA/BSc in a technical field or equivalent practical experience in technical fields (support, technical operations, solutions, etc.)
- Mobile Marketing industry experience - a must
- Experience in a global organization
- Previous experience in a B2B SaaS company - an advantage
- Vast experience in an external-facing position, managing strategic conversations
- Strong capabilities of building organized processes and structured formal documentation
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