Technical Support Team Lead

Global-e (Nasdaq: GLBE) is the world's leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point. You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.

Responsibilities

Manage the application support engineers, providing line management, mentoring and engagement; Establish work procedures and policies according to department standards; Set, monitor, and manage team targets to ensure KPI and SLA achievement; Ensure ticket queues are managed effectively across Zendesk and JIRA; Raise support-related concerns, issues, and improvement feedback to management; Promote self-service plans to reduce inbound ticket volume; Provide technical support to customers and serve as an escalation point both internally and externally; Handle any escalations that require immediate attention from management; Work collaboratively and cross-functionally with other departments; Present team performance reports and conduct team member performance evaluations; Maximize productivity and ensure the team is highly motivated

Requirements

3+ years of experience in an Application Support Lead/Managerial role; Experience in people management and technical direction; Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis; Experience in providing services to agreed SLA's/OLA's; Experience in Problem and Incident Management according to ITIL standards; Ability to work in a fast-paced environment; Experience with managing root cause analysis and incident reports; Excellent interpersonal and communication skills; Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication

Nice to have

Prior development experience or previous experience in an eCommerce environment is a strong advantage