Advertiser Technical Support Team Lead

Job Description

Taboola is looking for a dedicated, service-savvy leader for its 2nd level support team, providing follow-the-sun support to its global body of clients and account managers. Based in our India headquarters, the Manager must display an understanding of the needs of a global organization, with dedication to fast-pace, top notch service and constant improvement of knowledge and processes. The Manager will work to constantly improve the 1st level support tools, processes and performance metrics. The manager will be expected to take a proactive part in shaping Taboola’s client service strategy and providing top-of-the-line service regardless of circumstances and challenges. The position requires a high level of problem-solving skills and the ability to manage and inspire a global team of reps.

Responsibilities:

• Leading and motivating a world-class technical support team, assisting international customers and business units internally and externally
• Defining and implementing the procedures and policies to ensure that a high-quality service is delivered to all customers (internal and external) while adhering to strict SLA’s in a 24x7x365 operational support environment
• Ensuring a high level of technical knowledge within the Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently
• Analyzing data to identify trends and improve the efficiency of the product and the team
• Developing, surveying and improving customer satisfaction measurement metrics on an ongoing basis
• Manage case auditing for the global 1st level teams and work with local leaders and individual reps to insure constant improvement on all fronts
• Working closely with the Business units to make sure customer and business expectation and strategy are aligned with support goals
• Creating a smart, efficient and time conscious escalation system ensuring urgent issues requiring more in-depth knowledge are handled quickly and completely
• Creating workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
• 10 - 20% international travel

Requirements:

• At least 5 years of experience managing in a global 1st level support organization. Experience building 1st level support from the ground up – an advantage
• Strong analytical skills, experience driving improvement based on data in Jira and Salesforce - a plus
• Experience working with tight deadlines and navigating complex processes in a matrix environment
• Excellent English communication skills, oral and written, to effectively present information to a wide range of audiences; customers, technical staff, vendors, and senior management
• Great people management skills and knowledge
• Ability to multi task without compromising quality
• Experience providing excellent customer Service experience, in a support team resolving customer issues/requests

What is Taboola?

Taboola is the world’s leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web’s most innovative publisher sites, including the BBC, Axel Springer, LeFigaro, Evening Standard, NBC, USA Today and more!

Since our inception in 2007, Taboola’s team of ninja-like engineers and digital media experts has built the world’s largest and most advanced discovery platform – or “search engine just the other way around” – that provides more than a billion users each month with personalized recommendations on many of the most innovative and most visited websites on the internet.

Thousands of leading publishers (e.g. India today, Zee, NDTV) and media agencies use Taboola’s innovative technology to increase user engagement, monetize their traffic and distribute content to committed users on the web.

Today there are more than 1,400 taboolars around the world (and the number is growing) connecting users to content they might like but didn’t know existed. We have offices in New York, Los Angeles, London, Berlin, Paris, Tel Aviv, New Delhi, São Paulo, Shanghai, Tokyo and Bangkok

If this sounds like an interesting opportunity, hit (easy) apply!
All shortlisted candidates will be contacted.

Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.