Product Support Team Lead
Company:
Location:New York, San Francisco, Toronto, Paris, London
Languages:English, French, German
Seniority level:Lead, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementSQLDevOpsProblem SolvingMentoringQuality AssuranceFinancial analysisCoachingTechnical supportCustomer support
Requirements:
5+ years of experience as a senior application support specialist, technical support lead in SaaS, or in a Financial Planning & Analysis (FP&A) or Modeling role. Proven track record of effectively analyzing complex issues, identifying root causes, and creating action plans. Excellent written and interpersonal skills. Strong leadership skills with the ability to motivate, mentor, and develop a team. Strong project management skills. Comfortable working in a remote, fast-paced environment as part of an international team. Speak English and French or German to a professional proficiency.
Responsibilities:
Act as the lead and mentor to Product Support Specialists. Set performance expectations, monitor performance, and coach with constructive feedback. Complete random Ticket QA checks. Own Control Rooms/Incidents as the Support Lead. Conduct regular 1:1s with Specialists. Identify areas for process enhancement and efficiency gains. Work 1-week on-call covers of P1 tickets with additional compensation. Manage the Hiring Process for Product Support Specialists in your region.
