If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video.

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

Yotpo is looking for an experienced Tier2 Technical Support Team Leader for our Reviews & User Generated Content (UGC) product line. The Team Leader needs to have a solid technical background and skills, as well as leadership background to effectively support and drive success of our Tier 2 Technical Support Team.  This role requires the ability to prioritize and multitask, solve complex problems and manage incidents professionally as well as to inspire greatness and drive achievement of KPIs across the team. 

If you are excited about the challenge and want to join our team, then we’re waiting to hear from you!

Role definition and responsibilities:

• Lead a global team of 7 individuals, currently located in Israel, Canada and the Philippines
• Ensure effective day to day handling of the team’s tickets queue and help the team with the handling where needed
• Monitor team performance and drive continued achievement and improvement of KPIs and OKRs
• Proactively identify trends and suggest proactive actions to improve performance of the team and the product line as a whole. This includes very close work with the R&D and Product teams
• Work in coordination with the knowledge team to keep our documentation up to date as well as identify and execute necessary training sessions for Tier2 and Tier1
• Be a focal point of deep product knowledge for the team, the support group and the product line team as a whole

Requirements:

• Experience/Good familiarity of the following 
• HTML and CSS (Must)
• SQL (Must)
• Javascript - Big advantage
• APIs - Big advantage 
• 2 years team leading experience in the technology industry driving exceptional performance and fostering a collaborative environment
• 2 years of previous B2B technical support experience (Tier 2 experience - advantage)
• Exceptional communication skills in English
• A true leader that can lead with empathy while in parallel pushing and challenging the individuals and the team, leading to outstanding results and personal growth
• A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
• A proactive, data-driven individual 
• Go getter attitude - ability to drive other stakeholders with conflicting towards a solution in complex situations

#LI-Hybrid