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Connecting the Unconnected

Customer Support Technical Lead (Kraków)

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As our Customer Support Technical Lead at Beekeeper you will be responsible for the set up and operations of our new, dedicated Support team. The team will take over the responsibilities for the smooth handling of customer support queries (mainly technical, level 1 and level 2), that are currently largely handled by our customer success and development teams.

You will be responsible for handling, prioritising and resolving these queries within the SLAs, whilst maintaining or even improving the high levels of customer satisfaction we currently enjoy.

Your Responsibilities

* Establish and run our Support team
* Help customers to resolve any queries they may have within the SLAs
* Work with our Customer Success, Implementation and Product teams to optimise the client experience of our products
* Hire, train and mentor our Support team members to develop a close-knit team that thrive on success and customer satisfaction
* Continuously optimise our existing processes to drive efficiency and excite our customers

What we look for in you

* 3-5 years’ Support (team) leadership experience in an international software (SaaS, 10M+) company
* You know the tools, processes and people (roles) required to build and operate a global support organisation
* Your English is fluent, and speaking (Swiss) German will certainly help
* You are client and solution focused
* You are someone who enjoys getting their hands dirty and is a pragmatic (technology) problem solver
* You have a solid grounding in technology and have at least 2 years hands-on development experience
* You have experience growing and cultivating teams that are highly motivated

Bonus Points

* A technology degree or at least 4 years’ experience being a developer
* You have setup and grown a Support organisation from scratch
* You have been part of a high-growth company before
* You have worked within a mobile first technology environment with Python, Java, JavaScript, iOS and Android