Technical Support Lead
Belgrade
Xola is a booking and marketing platform that powers businesses offering lifestyle experiences. Their software manages back-office and online reservations, payment processing, calendaring, inventory and guide management, and customer relationship management.
Xola’s mission is to create the most elegant booking, marketing, and distribution system to power businesses offering lifestyle experiences.
This position reports to the Director of Technical Support and is the technical team lead for the support department in Serbia. The technical lead supports the Technical Support team to ensure knowledgeable, efficient, and quality support. The Technical Team Lead ensures that they have the most up-to-date information on all engineering processes to ensure stellar support to all internal and external customers.
Core Responsibilities
Operations:
- Provide leadership for operational tasks and ensure a cohesive company culture across regions
- Respond quickly, friendly, and efficiently to all inbound client requests via chat, phone, and email ensuring quality responses
Management/Oversight:
- Manage scheduling, shifts, payroll, & assist in hiring for Serbia team
- Serve as technical escalated point of contact for advanced technical issues
- Ensure support processes and metrics are followed and that there is consistency in service
- Evaluate, recommend, and implement new support processes and features to improve customer satisfaction and increase the overall efficiency of the team
- Monitor team performance and provide direction where needed
- Assist Support with complex configurations and issues
- Assist with ticket volume, work overflow, and ensure timely client response
Planning:
- Assist Director of Technical Support with quarterly planning
- Ensure quarterly deliverables are met
- Ensure team and individual initiatives are fulfilled
Hiring & Training:
- Assist with interviewing and selection of new team members
- Facilitate on-boarding and training of new techs
Team & Culture:
- Motivate team members
- Help create an inspiring team environment and open communication culture
- Listen to team member feedback and work with Director of Technical Support to help resolve any issues or conflicts
- Showcase team “wins” and acknowledge individual high performance accomplishments
- Ensure consistency of culture with the Serbia team
- Hold team members accountable to quality service
Deadline for applications: 20.06.2019.
