Job Description:
Displ.com is an award-winning, data-driven marketing company specializing in in-store analytics, helping brick-and-mortar businesses quantify their ROI using advanced machine learning. Supported by a global investor network, we operate in 40+ countries with rapid growth.
Role Overview: We seek an experienced Support Team Lead with a solid technical foundation and proven leadership abilities. This role will lead our support team, optimize support processes, and ensure high-quality service delivery to our clients. The ideal candidate will possess deep technical expertise, experience in customer support, and team management skills.
Requirements:
Experience
- 3+ years in a team lead or support manager role.
- 3-5 years in Customer Support or Technical Support roles.
- Proven track record in managing teams of 5+ members, tracking KPIs, and managing SLAs.
- Knowledge of project management principles is a plus.
Technical Skills
- Solid foundation in IT (technical education or relevant experience preferred).
- Proficiency in ticketing systems (e.g., Zendesk, Freshdesk, Jira).
- Strong ability to read and diagnose logs, and knowledge of network technologies and database principles.
- Experience in troubleshooting in high-demand server environments.
- Proficiency with monitoring and alert tools (e.g., Prometheus, Grafana, Zabbix).
- Understanding of distributed systems and handling high-load services.
- Skilled in SQL for complex query writing.
- Experience with server OS (Linux, Windows Server) and virtualization (VMware, Hyper-V).
- Knowledge of backup, data recovery systems, and security principles.
- Familiarity with network infrastructure (DNS, DHCP, VPN, routing).
Management Skills
- Capable of delegating tasks effectively and prioritizing requests under pressure.
- Experience in training, coaching, and evaluating team performance.
- Skilled in motivating team members to reach both personal and team goals.
- Proficient in analyzing and optimizing support processes for efficiency.
Client Relations
- Excellent communication skills for translating complex technical concepts.
- Experience in B2B or B2B2C client interactions.
- Ability to handle conflicts and manage client expectations.
Analytical Skills
- Ability to gather and analyze data to identify trends and improve processes.
- Experience with reporting and analytics tools (Excel, SQL).
Personal Attributes
- Resilient under pressure and adaptable in a dynamic environment.
- Empathetic, with strong active listening skills.
- Inspiring leadership skills and a solution-oriented mindset.
- Result-driven with a commitment to problem-solving.
Education & Language Skills
- Bachelor’s degree (preferably in IT, Business, or Management).
- Proficient English (B2 level or higher) for international client interaction and documentation.
Advantages
- SaaS or digital product experience.
- Additional languages (preferably Spanish, Portuguese).
Benefits:
- Be part of a dynamic, award-winning company with global reach.
- Career Growth & Impact: Directly influence our success in a fast-growing, award-winning startup.
- Skill Development: Gain broad, hands-on experience across multiple areas.
- Close-Knit Team: Work closely with leaders and innovators.
- Ownership Opportunities: Performance-based incentives tied to our growth.
- Flexible Schedule: Structure your day for productivity and work-life balance.
- No Commute: Save time and enjoy a comfortable work environment.
- Global Collaboration: Work with a diverse, international team.
If you are a passionate leader with a strong technical background, apply now and contribute to our mission at Displ.com!
