If you're into online shopping (who isn't these days?), chances are you've crossed paths with Yotpo. We're all about eCommerce retention—helping brands of every size turn one-time shoppers into lifelong customers.
Think loyalty programs, SMS and email marketing, subscriptions, and reviews—it's what we do best. Plus, we've got more tricks up our sleeve.
With teams spread across the globe—from the US and Canada to the UK, Israel, Bulgaria, and Australia—we're growing fast. Our main mission? Delivering cutting-edge technology that sets new standards in the industry.
Sounds exciting? Then read on, because we’re looking for curious professional talents to be a part of building the future of the e-commerce industry.
Yotpo is looking for an experienced Tier2 Technical Support Team Leader for our Reviews & User Generated Content (UGC) product line.
The Team Leader needs to have a solid technical background and skills, as well as leadership background to effectively support and drive success of our Tier 2 Technical Support Team.
This role requires the ability to prioritize and multitask, solve complex problems and manage incidents professionally as well as to inspire greatness and drive achievement of KPIs across the team.
If you are excited about the challenge and want to join our team, then we’re waiting to hear from you!
Role definition and responsibilities:
- Lead a global team of 7 individuals, currently located in Israel, Canada and the Philippines
- Ensure effective day to day handling of the team’s tickets queue and help the team with the handling where needed
- Monitor team performance and drive continued achievement and improvement of KPIs and OKRs
- Proactively identify trends and suggest proactive actions to improve performance of the team and the product line as a whole. This includes very close work with the R&D and Product teams
- Work in coordination with the knowledge team to keep our documentation up to date as well as identify and execute necessary training sessions for Tier2 and Tier1
- Be a focal point of deep product knowledge for the team, the support group and the product line team as a whole
Requirements:
- Experience/Good familiarity of the following
- HTML and CSS (Must)
- SQL (Must)
- Javascript - Big advantage
- APIs - Big advantage
- 2 years team leading experience in the technology industry driving exceptional performance and fostering a collaborative environment
- 2 years of previous B2B technical support experience (Tier 2 experience - advantage)
- Exceptional communication skills in English
- A true leader that can lead with empathy while in parallel pushing and challenging the individuals and the team, leading to outstanding results and personal growth
- A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
- A proactive, data-driven individual
- Go getter attitude - ability to drive other stakeholders with conflicting towards a solution in complex situations
#LI-Hybrid
What We Do
Yotpo is the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Rebecca Minkoff, MVMT, Bob’s Discount Furniture, and Steve Madden accelerate direct-to-consumer growth. Our single-platform approach integrates data-driven solutions for reviews, loyalty, SMS marketing, and more, empowering brands to create smarter, higher-converting experiences that spark and sustain customer relationships. We integrate with the tools online businesses use every day, including Google, Instagram, top eCommerce platforms, and the rest of the martech stack. Yotpo is a Forbes Cloud 100 company with offices worldwide including New York, London, Tel Aviv, Sofia, Australia and growing!
Why Work With Us
The primary perk of working at Yotpo is being surrounded by some of the most intelligent, driven and compassionate people you'll ever encounter. We all work very hard to become better professionals and better people.
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