Customer Success Team Lead (Technical)

Rakuten Viber is one of the most popular apps in the world and the most downloaded app to emerge from the start-up nation. Working at Viber provides a unique opportunity to influence hundreds of millions of people using our messaging app.

The Viber business unit is responsible for developing, selling, and maintaining all the revenue-driven products and services at Viber. We’re looking for a Customer Success Specialist to join our team.

Join us and become an integral part of our Customer Success efforts by leading our technical support to key accounts, ensuring efficient and high-performing operational tools and processes for customers, partners, and our business unit team members.

Responsibilities

As a Customer Success Team Lead, you will be responsible for managing a team of specialists that provide technical support to Viber’s Partners in selected B2B offerings.

Responsibilities will include:

• Direct Management of the Customer Success Specialists team.
• Own the technical support communication with Viber’s messaging solutions partners.
• Own the team’s knowledgebase, workflows, training and operations.
• Collaborate and communicate with different stakeholders to investigate and resolve escalated issues and to reflect customers feedback and requirements.
• Work together with other team members to define new processes, integrations and development requirements for systems in use, as well as optimize existing processes.

Requirements

• English – Full professional proficiency level
• 2-4 years experience as a team lead in a tech/telco company.
• 3+ years experience in technical tier 1 support / NOC supporting b2b customers.
• Strong interpersonal and customer care skills
• Experience in server-side communication protocols and APIs.
• Familiarity with SQL and NoSQL databases.
• High organizational skills and attention to details in a multitasking working environment
• Experience with logging, data analysis and monitoring platforms
• Strong data orientation skills and high proficiency in MS Excel.

Advantages

• Former experience in mobile application development companies.
• High-level knowledge of backend-oriented programming languages (JavaScript, Node JS, Python, PHP or similar)
• Graduate of/Student in BSc in Computer Science or equivalent.