• HMO coverage for you
• Yearly Kick-Off Parties with major giveaways
• Be recognized through our ‘Value Awards’
• Internal promotions and career growth opportunities
• Access to 2,700+ leadership courses
• Work with the best, and do meaningful work
  
  

• Developing and implementing a best-in-class customer support strategy
• Leading, mentoring, and coaching support team members in delivering exceptional service
• Managing escalations and intervening with customers when necessary
• Driving individual and team KPIs and service performance through data analysis and decision-making
• Collaborating with cross-functional teams to address complex technical and non-technical issues
• Coordinating team schedules, approving timecards, and managing leave requests (as applicable by region)
• Monitoring calls, emails, and chats to ensure quality and adherence to procedures
• Conducting performance reviews and managing underperformance effectively
• Leading hiring, onboarding, and training of new team members
• Identifying process improvement opportunities and implementing changes
• Ensuring the team leverages the knowledge base for consistent customer resolutions
  
  

• Proven expertise in leading technical support teams in a fast-paced, customer-facing environment
• Strong troubleshooting and critical thinking skills with a deep understanding of Windows OS, SQL, networking, TCP/IP, .NET, and PCI compliance requirements
• Expert-level skills in managing time, prioritizing tasks, and delegating effectively
• Experience in creating and implementing support policies, workflows, and best practices
• Advanced skills in performance management, coaching, and employee development
• High attention to detail and a structured, analytical approach to solving problems
• Proficiency in using support systems, analytics tools, and documentation platforms
• Excellent communication skills and a proactive, collaborative approach to leadership
  
  

• Achievement of individual and team KPIs for response time, resolution rate, CSAT, and escalation handling
• A highly engaged and well-trained support team capable of managing customer issues independently
• Continuous improvement in support delivery quality and customer experience
  
  

• Collaboration – Brilliant jerks can be brilliant elsewhere
• Impact – Do, get it done, create impact
• Passion – Be positive, bring passion and energy
• Transparency – A transparent team can help each other
  
  

Please refer to job description.