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Spendesk
Spendesk

Team Leader - Technical Support

Permanent contract
Paris
Salary: Not specified
No remote work
Experience: > 5 years

Spendesk
Spendesk

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The position

Job description

As part of the Support Department, you will be leading & driving a team of Technical Support Engineers managing our SMB European customers (mainly 🇩🇪 🇫🇷 🇬🇧). Today, this team is responsible for:

helping & supporting customers and internal teams anytime they encounter an issue with our product

driving customer education as well as satisfaction

Your mission is to build and grow a best-in-class technical support team to make our customers and collaborators happy while creating a culture of excellence in your team.

You will be part of the Support Management team and provide continuous and constructive coaching to your team, taking care of recruiting and onboarding efforts as needed.

Key Responsibilities

  • People development: Responsible for the ramp-up of new hires and continuous development of your team (individualized & team coaching), you will provide regular feedback to your team members
  • Support the team in their interactions with customers and internal teams: You will help your team prepare, drive and follow up on discussions by providing them with guidance & advice
  • Performance management: Responsible for the performance of your team you will build, implement & monitor tactical plans to make improvements if needed, you will also be in charge of time & accurate reporting of the team activity & performance
  • Responsible for identifying additional training needed for your team and other departments, you will build content & facilitate training on topics you are mastering
  • Maintain ownership of Support Issues and resolutions by being familiar with reported cases, tickets, status of resolution and escalations, and having a big picture perspective of common ticket trends, and Technical Support Specialists progress
  • Roadmap definition: You will be actively contributing to the definition of the roadmap of initiatives with a collaborative approach to help your team reach their objectives
  • Hiring: Actively contribute to hiring the best talents for the Tech Support Team
  • You will be handling directly the incoming requests for 50% of your time - this will help you remain connected to the day to day challenges of your team

    • What we are looking for

  • Empathetic: You are passionate, and patient in order to provide a fantastic experience to your customers
  • Customer-Centric: You make sure the customer care is at the center of our organization and the voice of our customers heard and understood
  • Driver: You have a track record of driving and delivering results by bringing empathy, integrity and humility into a hands-on style of leadership
  • Team Player: You know that leaders eat last and you are putting your team's interest above yours
  • Great Communicator: You have excellent verbal and written communication skills in English
  • Previous experience: You have at least 5 years of professional experience in Technical Support environment and at least 2 years of experience in leading a team

    • Extra (would be great!)

  • Speaking another language (French, German etc.) fluently is a +

    • As we are an international team, please submit your application and CV in English.

    Benefits:

    - Exciting time to join Spendesk in terms of growth and opportunities

    - Competitive compensation package with equity (everyone is an owner of the company!)

    - Flexible and remote-friendly work environment

    - The best equipment for your needs (Macbook Pro, secondary screen, ...)

    - Internal social events (hackathon, company-wide parties, offsite, ...)

    - Brand-new offices in the heart of Paris, Berlin & London

    - A purple Spendesk card (for your work purchases)!

    - And more!

    What you can expect from the process:

    1. A video call with one of our Talent Acquisition Partners to fully understand your career aspirations and answer any questions you have

    2. A series of videos calls with members of the team to align on what they will expect from you, and assess your technical skills and job fit

    3. A final video call with the Hiring Manager, Head-Of, or C-Level (CEO included) to review any remaining questions

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