Technical Support Team Lead

📍This role is based in our HQ in Eindhoven. We offer a hybrid working model (1-2x per week).

This is what you tell people at parties 👋
At Sendcloud we have an all-in-one shipping solution, where we automate the shipping processes for e-commerce. With more than 25,000 customers throughout Europe, and soon beyond, Sendcloud is aiming to become the leading shipping solution worldwide. We have a high performing environment and we get rewarded for all of our wins.  Together with Sendcloud, I am on a mission to empower businesses with world-class shipping.

What you will do in this role 🧐
As Technical Support Teamlead you will support our Technical Support Specialists in using our web-based logistics solution. From browser settings to API integrations to Address & Carrier issues, our user facing teams have questions and escalations. It’s your job that the Technical Support team is enabled to give them the answers or tools for further escalation to our engineering teams.
You have a true proactive mindset: you have a balanced mindset of peoplemanager vs technical solution engineering. You take care of the escalations of the escalations where you love to investigate a problem that arises from our user-facing teams and analyze relevant information, recognize patterns and provide solutions.
As Technical Support Teamlead you will work within the Customer Support Team, will manage the Technical Support Specialists and will report to the Head of Process Optimization. 

Responsibilities

• You lead the Technical Support team that supports customer facing teams.
• You are the point of contact for both Userfacing teams and Technical teams. You are the connector between them when it comes to technical escalations.
• You review all technical support day-to-day operations and improve related processes and documentation for continuous improvement.
• You’re responsible for Quality Assurance, maintaining the quality of escalations within the team.
• You will be able to lead projects and have ownership regarding improving processes internally and externally.
• You are able to support the team & delegate process improvements projects. 
• You make sure all the tools are provided to all User facing teams on the Technical support side.
• You are a role model for the rest of the team and organization, you will create relevant support material for the user facing teams.
• Clearly communicate with Product and Engineering regarding feature releases, tests and escalated issues when needed internally and externally.
• Be the Voice of the Customer to provide a feedback loop to wider staff and customers on resolved and in progress problems or incidents.

Our perfect match💗 

• Experience in leading a team of minimum 2-3 people at a software company.
• Experience in Tech Support or Software Engineering for customer facing teams.
• You have strong verbal and written communication skills in English.
• You have a customer oriented mindset, you enjoy interacting with B2B customers, partners, and developers building trust and solving problems, finding workarounds and solutions.
• You are able to explain complex technical problems in a non-technical way and have a strong attention to detail, organization, and proactivity.
• You have (at least) basic knowledge in programming, such as Python or PHP, Javascript, MySQL.
• You are able to multitask efficiently under time pressure.

It’s nice if you have:

• Experience in leading a Team in a software company.
• A technical background in development (mainly familiar with pre-production and production environments and capable of reading and testing API).
• Basic knowledge in SFTP, SSH, Web servers, databases and logs analysis.
• Knowledge of CMS (Content Managing System) for e-commerce such as Magento 2, Prestashop, WooCommerce is a big plus.

You share our core values;

• 💩  No bullshit: we don’t like big egos, we like honesty, transparency & openness. Share your mistakes with us and learn from them!
• 🎯  Grow & Win: Keep on learning and improving, from each other, mistakes and by actively searching for ways to keep on developing your skills
• 🎠  Have fun: you are not afraid to be yourself and you love to be surrounded by your awesome colleagues!

Benefits🎉

• Working in an internationally oriented, dynamic and certified Great Place to Work! 📌 
• Base salary between €4000 - €5000 gross per month (depending on your level), that grows with the company and your accomplishments
• After 3 years of employment, you get a sabbatical of 4 weeks from us.
• Keep growing with a study budget of €2000,- per year!
• Stay fit in our Sendcloud gym!
• Pension scheme.
• Discount on a health insurance