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Tech Support Program Lead
2 weeks ago
Tech Support Program Lead
About the Job:
You will drive operational efficiency and enhance user experience by collaborating with diverse teams to improve the support services.
As a Tech Support Program Lead, you will oversee complex programs, develop roadmaps for platform improvements, and use data-driven insights to resolve service gaps. Your leadership skills will be essential in providing thought leadership on improving customer support processes.
Responsibilities:
- Collaborate with product managers, engineers, and UI/UX teams to deliver new products and features.
- Manage and oversee complex programs to ensure successful delivery.
- Develop and maintain the roadmap for customer support platform improvements.
- Monitor trends, gather data, identify issues, and propose solutions to improve support services.
- Identify service gaps and work with teams to resolve them using a data-driven approach.
Qualifications:
Minimum
Education:
BA/BS degree or equivalent.
Experience:
3+ years of experience in project delivery or technical implementation, particularly in areas like customer support or trust and safety.
Skills:
Strong organizational and interpersonal skills; ability to lead strategic and complex programs.
Technical Expertise:
Experience in programming, system configuration, SQL, or data analytics.
Communication Skills:
Excellent communication and influencing skills, with the ability to manage complex projects with diverse teams.
Work Environment:
Ability to thrive in dynamic, high-pressure situations.
Mission-Driven:
This company's mission is to inspire creativity and bring joy, with a focus on inclusivity and diversity.
Growth Opportunities:
This company fosters an 'Always Day 1' mindset, encouraging innovation and growth.
Wellness Support:
This company is committed to employee well-being and offers comprehensive physical and mental health support.
