Support Team lead

🚀 Founded in 2019

🌍 Remote-first team
🏢 Headquarter: UK, London
🏦 $3M seed round

Company Overview

We develop a B2B product for mobile and web applications with subscriptions. Our product merges an SDK and an analytical dashboard, aiding our clients in tracking key metrics and enhancing their applications' performance.

We operate in a rapidly evolving sector, catering to a wide spectrum of clients, from mobile developers to companies of various sizes that create apps for iOS and Android. Our clients are located globally, with a focus on Europe, the USA, and Turkey.

About the Product

Our product is a large-scale and comprehensive solution. It consists of several key components: a convenient dashboard, a multifunctional SDK, and an API. All these provide the necessary functionality for integrating subscriptions into applications. We process payments from Apple & Google Stores, provide deep analytical insights, integrate data for A/B testing, and create no-code solutions to improve user experience.

Our Team

The team work on the principle of full immersion in the problem until its complete solution. We are constantly developing a self-service approach, minimizing the recurrence of problems in the future. In our work, we strive to establish trust-based relationships with clients, including through direct communication.

Duties and Responsibilities

Lead and mentor support team, including onboarding new engineers
Build and maintain knowledge base and documentation
Organize and optimize support processes and ticket system
Integrate support workflow with development team
Manage NPS score and overall client satisfaction
Work closely with CEO and engineers on support strategies
Provide advanced technical support for complex issues
Generate performance reports and analyze support data
Implement and manage support tools and technologies

Who We Are Looking For

Leadership Experience. Proven track record of leading support teams and implementing effective processes.
English Proficiency. Must be able to articulate thoughts clearly in written and oral form for interaction with international clients and colleagues.
Relevant Experience. Experience in B2B and similar fields, along with mobile development experience or training, is desirable.
Technical Background. Understanding of mobile SDK principles, ability to work with monitoring systems (Kibana, Grafana, Sentry), and basic knowledge of network and JSON format.
Process-Oriented Mindset. Experience working in teams with established processes and ability to optimize and implement new workflows.
Problem-Solving Skills. Ability to analyze complex issues, pay attention to client needs.
Energy and Initiative. High level of proactivity and enthusiasm required.
Ability to Prioritize. Must be able to determine priorities in a dynamic work environment and manage time and resources effectively.

Jul 1, 2024