Team Lead Technical Support

vor 5 Monaten

Munich, Deutschland Parloa Germany Vollzeit

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**YOUR MISSION**:
As the **Team Lead Technical Support (f/m/d)* **at Parloa, your mission is to ensure our customers receive exceptional technical support. Your strategic leadership and hands-on approach will be key to guiding a team of skilled engineers in troubleshooting, problem-solving, and enhancing the overall customer experience.

**IN THIS ROLE YOU WILL**:

- Lead and mentor a team of on
- and off-site Technical Support Engineers, fostering a culture of excellence and continuous improvement.
- Conduct regular team meetings, check-ins, and provide constructive feedback.
- Set clear goals and expectations, ensuring alignment with company objectives and customer satisfaction metrics.
- Oversee the team's response to customer queries, ensuring timely and effective resolution of issues related to the Parloa platform and telephony problems.
- Act as an escalation point for complex technical issues, providing advanced troubleshooting and problem resolution.
- Identify opportunities to enhance customer support processes and implement best practices.
- Collaborate with Solution Engineering, CX Design, Product & Engineering teams to drive product improvements based on customer feedback.
- Provide insights and feedback to the documentation team to improve user guides and technical documentation.
- Become a Parloa expert and advanced "Bot Builder," capable of navigating logs and diagnosing customer-reported issues. Maintain up-to-date knowledge of the Parloa platform, industry trends, and emerging technologies.

**WHAT YOU BRING TO THE TABLE**:

- Bring 3-5 years of experience in a customer-facing technical support role in the tech industry, with at least 1-2 years in a leadership position. This experience is crucial for navigating the complexities of technical support leadership.
- Demonstrate proven experience in a software environment, with SaaS experience being a strong plus. Your technical background is essential for understanding and resolving complex issues.
- Showcase your fluency in English. German language skills are a nice to have but not mandatory.
- Exhibit exceptional leadership and team management skills, with a passion for mentoring and developing talent. Your ability to inspire and guide your team is vital.
- Highlight your strong problem-solving abilities and a track record of resolving complex technical issues. Your analytical skills are key to troubleshooting effectively.
- Demonstrate excellent communication skills, capable of articulating complex solutions in a clear and concise manner. Your communication abilities are crucial for interacting with both your team and customers.
- Thrive in a fast-paced environment, learn quickly, and adapt to product changes. Your agility and adaptability are essential for success in this role.

**NICE TO HAVE**:

- Possess a basic understanding of Javascript and/or Typescript.

***WHAT'S IN IT FOR YOU?**:

- Be part of a dynamic, driven team of +35 nationalities with flat hierarchies and collaborative company culture
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days. (Job specific, it could be also on-site work)
- Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
- Gym Memberships, Mental Health Support, etc.
- Flexible working hours, 28 vacation days and workation opportunities
- Regular team events, game nights, and other social activities
- And last but not least: a beautiful office with flair in the heart of Berlin or Munich with all the conveniences, such as adjustable desks, social area, fresh fruits, cereals and drinks.
- Is something missing here? Reach out and let's talk about what else you need for your ideal next growth opportunity.

**Your recruiting process at Parloa**:
Recruiter video call Meet your manager Challenge Task + Expert interview(s) Meeting the team Founder interview

**WARUM PARLOA?**:
Parloa ist eines der am schnellsten wachsenden Startups im Bereich der Generative AI und des Customer Service. Parloas voice-first GenAI-Plattform für Contact Centers basiert auf der besten AI-Technologie, um den Customer Service mit natürlich klingenden Gesprächen über alle Kommunikationskanäle hinweg zu automatisieren und herausragende Erlebnisse zu schaffen. Durch den Einsatz von Natural Language Processing (NLP) und Machine Learning entwickelt Parloa intelligente Telefon
- und Chatlösungen für Businesses, die Contact Centers in Value Centers verwandeln, indem sie die Effizienz des Customer Service steigern. Die Parloa-Plattform löst die meisten Kundenanfragen schnell und automatisch, sodass menschliche Agents sich auf komplexe Probleme und Beziehungen konzentrieren können. Parloa wurde 2018 von Malte Kosub und Stefan Ostwald gegründet und beschäftigt heute ü

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