Ad Tech Support Team Lead for Innovative Customer Experience
4 days ago
We are seeking a highly motivated Technical Support Team Lead to join our team at Taboola, the world's leading content discovery platform. As a Technical Support Team Lead, you will be responsible for leading an amazing advertising support team in India, providing 24*7 expert services to our customers.
About UsTaboola is the largest content recommendation platform serving 360B recommendations to over 1B unique visitors each month on the web's most innovative publisher sites. Our team of ninja-like engineers and digital media experts has built the world's largest and most advanced discovery platform.
Responsibilities- Build and lead a World-Class Team: Mentor and develop your team to deliver outstanding customer experiences.
- Own Customer Success: Ensure seamless support operations, meeting SLAs, and exceeding customer expectations.
- Drive Innovation: Analyze performance metrics, identify trends, implement process improvements and make best use of AI.
- Collaborate Across Teams: Partner with cross-functional teams to optimize support workflows and enhance product capabilities.
- Tackle Complex Challenges: Lead incident response and provide technical guidance to resolve critical issues.
- Leadership & People Management:
- Proven track record in leading and motivating high-performing support teams.
- Expertise in coaching, mentoring, and developing team members.
- Strong interpersonal and communication skills to build relationships and resolve conflicts.
- Proven experience leading technical support teams in a fast-paced environment.
- Deep understanding of technical support operations and metrics.
- Proficiency in Jira, Salesforce, and Tableau for data-driven decision making.
- Strong technical proficiency with SQL, APIs, Kusto, Grafana, BigQuery, and Kibana.
- Strong analytical and problem-solving skills to drive process improvements.
- Experience managing client escalations and maintaining high customer satisfaction.
- Ability to align team efforts with business objectives and SLAs.
- Passion for delivering exceptional customer experiences.
- Ability to thrive in a dynamic, collaborative environment.
- Proven experience in the ad-tech industry.
- Understanding of industry trends and best practices in technical support function.
- A competitive salary range of $120,000 - $180,000 per year, depending on experience.
- An exciting opportunity to work with a cutting-edge technology platform.
- A collaborative and dynamic work environment.
- Opportunities for professional growth and development.
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