Support Team Leader - IL

Israel- Ramat-Gan · Full-time · Leader

About The Position

Elementor’s Support Team Leader is the direct manager for a team of mixed-skills support agents. As a team leader, you will be responsible to manage and mentor your team, in order to deliver exceptional support to Elementor’s customers, through tickets, email, and chat.

You will be expected to lead by example, organize work, build reports, handle escalations, and help with the training of new team members.

As a support team leader in Elementor, you will collaborate with your regional peers, and shift managers, to ensure a continuous customer support service, and will take part in the definition and implementation of new work procedures and tools.

Responsibilities

  • Oversee the day-to-day operations of the Technical Support Team
  • Provide direct supervision of technical support staff, including recruitment and evaluations
  • Mentor your team members and provide oversight, coaching, and training
  • On-board new technical support team members and coordinate all resources for the onboarding process
  • Record and track personal and team metrics
  • Create/disseminate support materials for the team
  • Collaborate with other team members and company departments to generate greater knowledge and contribute to a better customer experience

Requirements

  • At least 3 years in a Technical Support role, and 2 years as a team leader
  • Experience with WordPress
  • Knowledge of HTML and CSS
  • Troubleshooting and technical issue analysis
  • Experience with web servers and web infrastructure
  • Knowledge of cloud services and hosting
  • Familiarity with networking and system
  • Familiarity with web debug and development tools
  • A leader, mentor and people manager
  • A problem solver
  • Ability to fluently communicate complex technical ideas in English, in writing
  • Ability to break down and guide through a technical process
  • Ability to work under pressure
  • Transparency, accountability and ability to work independently

Nice to have:

  • Knowledge of JavaScript, PHP, and other coding languages
  • Knowledge of web applications
  • WordPress plugin development
  • Background working in a B2C company
  • Experience with Elementor - major advantage

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