Customer Support Team Leader - IL

Israel - Sderot · Full-time · Leader

About The Position

As Elementor’s Tier 1 Team Leader, reporting to the Tier 1 Manager, you will be responsible for the daily operations of one of Elementor’s Tier 1 support teams.

As part of your ongoing duties, you will be responsible to ensure the availability of your T1 support agents, in order to meet or exceed Elementor's established customer SLAs.

You will learn about Elementor’s technology and will have a material role in delivering world-class customer service to our customers.

As a key leader for Elementor’s customer-facing group, you will have the opportunity to collaborate with a global team of professionals in continuously developing and enhancing Elementor users’ customer experience, on a daily basis.

Responsibilities

  • Oversee the day-to-day operations of your 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 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
  • During the shift, responsibility for the proper use of all facilities and infrastructure of the Tier 1 site, its continuous availability, agents’ wellbeing and the proper use of resources

This position is for candidates located in Israel only.

Requirements

  • 1-year experience in a Technical Support role
  • Experience as a team leader - a major advantage
  • Experience with support workforce management and scheduling tools
  • Willingness to work in shifts (planned 1 month in advance), not including Shabbat hours
  • Experience in managing people, facilities, and operation
  • Effective oral and written communication skills in English and Hebrew (mother tongue level)
  • Ability to multitask in a high-pressure and sometimes hectic atmosphere
  • Driven to explore new methodologies and identify new opportunities for growth
  • Ability to breakdown complex issues and guide through technical processes in layman's terms
  • Self-motivated and accountable when working independently
  • A team player who cultivates a trusting and transparent culture
  • Exceptional courtesy, patience, and overall a “people person”

Advantage:

  • Experience with WordPress and other CMS platforms
  • Knowledge of HTML, CSS, JavaScript, PHP, and other coding languages
  • Knowledge of web development tools, web applications, web servers and infrastructure
  • Experience with Elementor tools

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