Team Lead Technical Support

Startup Full-Time Job
Team Lead Technical Support

(m/w/d) -


Startup Parloa
Job Titel Team Lead Technical Support (m/w/d)
Department Customer Care and Support
Typ Full-Time Job
Position Experienced
Ort / Land Berlin / Deutschland
Remote Onsite + Remote
Kompensation Undisclosed
Equity Nein
Beginn Sofort
Kontaktperson Undisclosed
Bewerben / Infos Mehr Infos / Bewerben
Kontakt per E-Mail Bewerben via E-Mail


Die Beschreibung: Team Lead Technical Support als Startup Full-Time Job



YOUR MISSION:

As the Team Lead Technical Support (f/m/d)* at Parloa, your mission is to ensure our customers receive exceptional technical support. Your strategic leadership and hands-on approach will be key to guiding a team of skilled engineers in troubleshooting, problem-solving, and enhancing the overall customer experience.

IN THIS ROLE YOU WILL:

- Lead and mentor a team of on- and off-site Technical Support Engineers, fostering a culture of excellence and continuous improvement.
- Conduct regular team meetings, check-ins, and provide constructive feedback.
- Set clear goals and expectations, ensuring alignment with company objectives and customer satisfaction metrics.
- Oversee the team’s response to customer queries, ensuring timely and effective resolution of issues related to the Parloa platform and telephony problems.
- Act as an escalation point for complex technical issues, providing advanced troubleshooting and problem resolution.
- Identify opportunities to enhance customer support processes and implement best practices.
- Collaborate with Solution Engineering, CX Design, Product & Engineering teams to drive product improvements based on customer feedback.
- Provide insights and feedback to the documentation team to improve user guides and technical documentation.
- Become a Parloa expert and advanced “Bot Builder,” capable of navigating logs and diagnosing customer-reported issues.
- Maintain up-to-date knowledge of the Parloa platform, industry trends, and emerging technologies.

WHAT YOU BRING TO THE TABLE:

- Bring 3-5 years of experience in a customer-facing technical support role in the tech industry, with at least 1-2 years in a leadership position. This experience is crucial for navigating the complexities of technical support leadership.
- Demonstrate proven experience in a software environment, with SaaS experience being a strong plus. Your technical background is essential for understanding and resolving complex issues.
- Showcase your fluency in English. German language skills are a nice to have but not mandatory.
- Exhibit exceptional leadership and team management skills, with a passion for mentoring and developing talent. Your ability to inspire and guide your team is vital.
- Highlight your strong problem-solving abilities and a track record of resolving complex technical issues. Your analytical skills are key to troubleshooting effectively.
- Demonstrate excellent communication skills, capable of articulating complex solutions in a clear and concise manner. Your communication abilities are crucial for interacting with both your team and customers.
- Thrive in a fast-paced environment, learn quickly, and adapt to product changes. Your agility and adaptability are essential for success in this role.

NICE TO HAVE:

- Possess a basic understanding of Javascript and/or Typescript.

WHAT'S IN IT FOR YOU?

- Be part of a dynamic, driven team of +35 nationalities with flat hierarchies and collaborative company culture
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days. (Job specific, it could be also on-site work)
- Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
- Gym Memberships, Mental Health Support, etc.
- Flexible working hours, 28 vacation days and workation opportunities
- Regular team events, game nights, and other social activities
- And last but not least: a beautiful office with flair in the heart of Berlin or Munich with all the conveniences, such as adjustable desks, social area, fresh fruits, cereals and drinks.
- Is something missing here? Reach out and let's talk about what else you need for your ideal next growth opportunity.

Your recruiting process at Parloa:

Recruiter video call → Meet your manager → Challenge Task + Expert interview(s) → Meeting the team → Founder interview

Why Parloa?

Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 250 people in Berlin, Munich, and New York.

When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $66 million Series B investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.

Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.


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