L2 Technical Support Team Lead

Affise is a Performance Marketing Platform for building powerful business partnerships.

 

Our mission is to solve the complexity in this industry by providing Business Intelligence tools that help our customers to make better decisions based on their marketing data.

 

Affise won as 8 G2 nominations, then we received an award from ChurnZero. SaaSworthy ranked us in the top 5 Affiliate Software. Finally, we were nominated for our Oscar – Performance Marketing Awards in the Best SaaS Platform 2020 category.

Right now we are looking for an L2 Technical Support Team Lead to join our department on a full-time basis.


What you will do:

  • Developing Level 2 operational strategy to maintain Global Technical Support Department aims: challenging poor performance or SLA breaching; initiating performance improvements; communicating issues and priorities to the team;
  • Accomplishing Level 2 staff results by: сommunicating job expectations, planning, coordinating, appraising team performance, motivating, coaching, disciplining employees, ensuring that whole Level 2 staff complies with company and department policies and procedures;
  • Collaborating Level 1, Knowledge Management, Customer Success and Production Departments Leaders or other management staff to review, audit, update and maintain current processes.
  • Participating in newcomers adaptation periods, communicating mentee weaknesses and strengths along with the mentor assigned. Being mentor themselves upon request.
  • Being the highest point of contact towards all customer support issues which assume the Level 2 team approach. Performing Level 2 Technical Support responsibilities at the time of high load or reduced staff resources.
  • Managing customers, employees issues that may affect performance at work and highlight to Head of Tech. Support where appropriate.
  •  Working on special projects as assigned.

 

What Affise can offer you:

  • 22 business days of annual paid time off;
  • 10 business days off;
  • 5 sick days;
  • Competitive salary;
  • Friendly team of professionals;
  • Experienced mentor;
  • Professional development (internal/external events);
  • Flexible working schedule 
  • Opportunity to work remotely.

Join our Squad!

 

Contacts

Maria Kupchanka
Skype: mashakupchenko
Apply to the job