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Support Team Leader

3 months ago

Nicosia, Cyprus GRS Recruitment Full time
GRS Recruitment are working in Partnership with Como a Global Payment Company to expand their growing team in Dubai Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more. We are looking for an organized, analytical and empathetic Support Team Leader with leadership, great technical skills and strong communicational skills to join our team. This candidate will be passionate about Tech and F&B and always act ethically. You will be responsible for providing excellent customer support experience and responding to customer queries promptly and effectively.   SUPPORT TEAM LEADER RESPONSIBILITIES Lead, mentor and manage the support team. On-board and train new technical support team members. Set the support team’s performance goals (individual and group metrics) and conduct reviews. Define, record and track individual and team KPIs, SLAs Ensure timely and effective resolution of customer issues. Handle escalated customer complaints and improve customer satisfaction and retention. Provide excellent support where needed and act as a go to person for technical process related questions Produce metrics reports for management and analyse support metrics to identify improvement areas and optimize support processes. Maintain a deep understanding of the SaaS platform, including features, functionalities, and updates. Work closely with other teams, such as Operations Management, Customer Success, Product Development, and Sales, to ensure a seamless customer experience. SUPPORT TEAM LEADER REQUIREMENTS Master’s degree in information technology, Computer Science or equivalent 5+ years of experience as a Support Team Leader in a software as a service (SaaS) or cloud applications environment Proven experience in managing a service and support-focused team culture Knowledge of operating systems, web services, and API. Ability to troubleshoot complex software issues. Excellent problem-solving skills and multi-tasking abilities Proficiency in English, with strong written and verbal communication skills Ability to work with cutting-edge technology and assimilate information rapidly GREAT ADVANTAGE Basic coding abilities Multi-tasking, self-learning, highly mo9vated and a team player Reliable, organized, detail-oriented, independent, and self-motivated A can-do attitude Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions To apply for this position, please email your CV to middleeast@grsrecruitment.com quoting the above job reference.