Product Support Team Manager

hace 2 meses


Buenos Aires, Buenos Aires C.F., Argentina Singular A tiempo completo

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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