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API platform for Voice call & SMS

Technical Support Lead

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Plivo is looking for an experienced technical lead to manage a dynamic team, oversee the support delivery, talent management and customer satisfaction. This role is responsible for managing and developing some of the brightest technical talents which drive customer satisfaction and product support which is critical to Plivo's success.

As part of this role you will:
• Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit
• Be on top of the Plivo products, offerings and day to day business operations
• Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality and value
• Drive support excellence initiatives to enhance customer's support experience
• Prepare business continuity plan from support delivery perspective
• Be responsible to assess employees’ performance on a regular basis
• Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities
• Manage high priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication
Location
Austin
Job type
Full-time
Visa sponsorship
Not Available
Experience
6+ years
Hiring contact

Health

Great healthcare, dental, & vision benefits.

Salary

Competitive salary & equity packages.

Snacks

Endless supply of snacks and beverages of your choice.

Culture

Informal work style & open culture

Environment

Choose your own work environment (Mac/Linux & Monitors).

Team

Be part of fun, smart, passionate multi-cultural & merit-driven team.

Plivo at a glance

API platform for Voice call & SMS

Plivo focuses on Mobile, Cloud Computing, Telecommunications, Audio, and Developer APIs. Their company has offices in San Francisco, Austin, and Bengaluru. They have a mid-size team that's between 51-200 employees. To date, Plivo has raised $1.75M of funding; their latest round was closed on December 2012.

You can view their website at http://www.plivo.com or find them on Twitter, Facebook, and LinkedIn.