Yotpo is looking for a tech-oriented Team Leader with proven experience in managing a team to lead our advanced Support agents. If you are an individual who thrives in a fast paced environment, who leads, takes ownership, is tech-savvy and loves client interactions - we’re waiting to hear from you!

Responsibilities:

• Lead a growing team of talented advanced support agents providing support to our customers and T1 agents 
• Act as the escalation point for high-priority client interactions
• Systematically improve all performance metrics of the team, including those related to productivity, efficiency, resolution times, and customer satisfaction
• Deliver performance reviews for all direct reports and provide regular feedback on employee performance and professional development
• Develop the team’s technical and soft skills, focusing on product knowledge, customer service, and an overall understanding of our solutions as well as our customer ecosystem
• Work closely with R&D, Product, Customer Success Managers and other Support leaders
• Take part in the prioritization of technical issues/bugs and product suggestions intended to address the most critical issues affecting our customer experience
• Lead cross-department projects where planning, analysis and high-level decision making skills are a must 

Requirements:

• 2+ years experience in managing teams (Support/Client-Success/Professional Services or equivalent) - For a SaaS company (advantage)
• Excellent communication skills in English (written and spoken)
• Technical knowledge in technologies such as HTML, CSS, SQL and Javascript/Jquery
• PHP and API knowledge - Advantage
• A natural educator whose willingness to teach is reflected in responses in information, and overall support provided to our customers
• A great partner who works with our R&D, Product and CS teams
• Previous experience with Salesforce and Jira - advantage
• Can-do approach, always-on mentality