At Oribi, we’re looking to change the way the world does analytics. Oribi offers a code-free way for businesses of all sizes to finally understand their marketing analytics. Instead of being tied to developers and having to struggle through Google Analytics, Oribi users get easy-to-read insights so they always know which steps to take next. Based in Tel Aviv, we’re a team of 50 creative, fun-to-work-with people who love what they do.
We are looking for a Support Team Leader to join our Customer Support team and lead them to success. The main goal is to manage all issues (Tiers 1, 2, 3) raised by customers and internal stakeholders, conduct research, and resolve them with the help of the internal teams.
This is a unique opportunity to lead our growing support team, as well as define and implement methodologies while focusing on providing a world-class experience to Oribi’s customers.
You’ll be in charge of:
Managing and mentoring the support team, driving their personal & professional development.
Overseeing support case management to ensure tickets are completed successfully and accurately, in a timely manner and to the customer’s satisfaction.
Working closely with the R&D, Product, and Customer Success teams regarding prioritization and escalation of technical issues raised by our clients.
Researching issues and identifying potential solutions while providing prompt and accurate feedback to customers and internal stakeholders.
Your team’s business KPIs.
Acting as a liaison between clients and the product organization, funneling and prioritizing critical product feedback.
Prioritizing and managing multiple issues from customers on our product and platform, simultaneously.
Communicating with customers and internal stakeholders to ensure they are well informed of progress and plans.
Your team’s training, development, and hiring.
2 years of experience as a support team lead (advantage).
You are extremely sensitive to customer satisfaction levels.
You have perfect verbal and written English skills.
You pay close attention to details, making sure that everything is working as expected
You’ve got a ‘hands-on’ approach. As many processes and flows are not yet defined, you’ll be in charge of building them.
That special combination of ‘people person’ and strong analytical skills. It’s about people, but also about the numbers and trends they represent.
You’re product oriented. You’re able to dive deeply into the product and fully understand product requests.
You have an analytical, data-driven, and process-oriented mindset.