Customer Support Team Manager/Lead

Remote (work from anywhere)
Customer Support

iDeals, a fast-growing product company specializing in secure business collaboration software. Our company is recognized as the most highest-rated and customer-centric in a secure business collaboration market. iDeals’ products are used by more than 100,000 companies and 500,000 users all over the world.

In 2021, iDeals acquired BoardMaps, making an entry into the market for board portal and team collaboration solutions. Our product is a robust cross-platform app for managing top executive meetings in the corporate, government, education, and nonprofit segments. Our customers are mid and large-sized corporations across the globe and end-users are TOP-level management and corporate governance executives demanding uncompromised product performance and the highest possible level of support.

Now we are looking for a Customer Support Team Lead with a long-term mission of building and developing a multi-national support team to provide L1, L2 technical support for BoardMaps customers. This is a strategic role with a major impact on Company’s business strategy delivery.

What you’ll need:

  • 5+ years experience in managing support teams (as a team lead or a support unit head)
  • Understanding of ITIL principles and process map of multi-level technical support
  • Knowledge of customer support standards (EN, COPC) – certification would be a plus
  • The basic level at diagnostics tools (log analysis, ping, trace), MS Windows Server administration, web services, network technologies (DNS, Firewall, VPN)
  • Skills in setting up and advanced usage of CRM solutions, ticket systems, chat and call platforms
  • Experience in establishing a performance management system for support teams
  • Developed leadership and team development skills
  • Advanced English (C1), both oral and written
  • What you’ll do:

  • Oversee Support Team operations
  • SLAs and KPIs tracking and management
  • Team management and development
  • Resource management (planning, scheduling, etc)
  • Reporting and operations data analysis
  • Leading internal and cross-functional projects aimed at customer service improvement
  • Expected mid-term results:

  • Team extension for international customers support (Brasil, Europe, China)
  • Shift to 24/7 operations mode
  • Establish new support channels (chat, WhatsUp) in cooperation with the tech ops team
  • Implement service standards and quality control process in cooperation with the quality control team
  • Implement sustainable performance management system ensuring SLAs execution
  • Deliver key business metrics and OKRs
  • What we offer to you:

  • Top-market compensation
  • The environment with hyper-growth potential and opportunities for your career development
  • Unlimited budget for your professional learning and development activities
  • Budget for home office setup
  • Medical insurance with flexible coverage
  • 20 business days of paid time off
  • Paid health-related time off
  • Extra wellbeing benefits: compensation of sports, yoga, mental, and other health and wellness-related activities
  • Full transparency and alignment between your and company goals
  • Thoughtful, qualified, diverse, and motivated team members
  • Strong company culture and values that are genuinely supported by the team
  • Corporate events, holiday celebrations, team building activities
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    About iDeals

    Since 2008, iDeals has won the trust of half a million business users. We have supported thousands of customers to run high-value and mission-critical projects, from the cross-border sales of multi-billion-dollar assets to the development of revolutionary biotech products. Commitment to excellence has made iDeals the choice of big names, as well as ambitious startups. The growth goes on: the team is getting stronger, our client base and revenues increase year over year. 

     

    Our culture

    We are driven by the mission of creating exceptional experiences for employees and customers alike. Our unwavering values of commitment and excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further.

    Our diversity and different perspectives are the foundation of our success. Our two values, collaboration, and trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. 

    Last but not least, care value drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

    iDealers work in a remote-first model, meaning we collaborate remotely from anywhere – either home, cafe, co-working space, or one of our offices. And although we are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels surrounded by teammates and engaged with our common goals.

    iDeals is an equal opportunity employer

    iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.