Team Lead 1 Line of Technical Support

**Team Lead 1 Line of Technical Support (remote)**

**AiletFull-time, remote work**

We’re **Ailet**, a leading tech company providing high-tech services to the FMCG/Retail sector using image recognition technologies to boost sales efficiency. Our solutions grant real-time measurements of the most relevant shelf indicators. We help brands to know what’s happening in-store and how to improve sales performances.

**Ailet** is a global player collaborating with the strongest brands in the FMCG community. We already worked with Walmart, Danone, Nestlé, Pepsi, Coca-Cola Andina, Heineken, Mars, Kraft Heinz, and P&G etc. We have more than 30 clients worldwide in more than 25 countries.

Currently we have a vacancy of the **Team Lead 1 Line of Technical Support**opened, who will be responsible for providing high-quality and fast technical support to customers and employees.

**Area of responsibility**:
**The 1st Line of Technical Support** operates internationally at the Rollout (if necessary) and SaaS stages of the projects. The 1 Line of Technical Support ensures service and handles 80% of our customers' tickets, serving as the entry point for customer enquiries.

**Team Lead 1 Line of Technical Support**performs the following tasks:

- _Operational and personnel management of the 1st Line of Technical Support Department:_

It includes, but is not limited to, breaking down strategies into tasks, implementing projects, managing team schedules, monitoring timesheets and KPIs, controlling enquiry queues, preparing user request reports, improving workflow efficiency, updating knowledge bases, and organizing project work. As well as ensuring the team operations, talent acquisition planning to match business needs, resolving disagreements (if any), and providing training & instruction to employees.
- _Ensuring customer success in utilising the company's products and services:_

It includes, but is not limited to, providing technical support, managing quality and timing of requests, giving feedback to the performers. As well as being involved in solutions for complex issues, assisting the team, validating requests, analyzing feedback, reducing queries, meeting SLAs, communicating with customers, focusing on service improvement, and developing service standards.

**Requirements**:

- Experience in the management of the Technical Support teams & Strategy execution;
- Proven experience in creating effective crossfunctional processes;
- Fluency in English, Spanish, and Russian;
- Knowledge of YT, Intercom, Confluence or similar tools;
- IT Mindset (understand how the service works, what microservices are, databases etc.);
- Experience in Start up and/or International service companies.

**We offer**:

- Competitive payment (USD);
- Work on international projects with multicultural teams;
- Professional development: inside company Educational center, Corporate library, Performance management; Foreign language classes compensation;
- The ability to work remotely.

**We’ll be glad to meet you**

**Job Types**: Full-time, Permanent

Pay: From $1,300,000.00 per month

Application Question(s):

- Do you have experience working in a startup environment? If yes, please share your experience.
- Which international IT companies have you worked for & what were your roles?
- Kindly advise what was the smallest and biggest team you managed in Technical Support?
- Have you been involved in strategic tasks previously? Please, share details on how you worked on the strategy.
- Bring the example of the effective crossfunctional process that you created and implemented in the company. Share, what was the value.
- What is a service-oriented approach from your perspective?
- What is your salary expectation (in USD)?
- Do you have experience in B2B SaaS company? Please share, if yes.

**Language**:

- English (required)
- Spanish (required)
- Russian (preferred)