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Customer Success Team Lead

Product, TLV, Israel, January 16 2020

Description

Viber is one of the most popular apps in the world, and the most downloaded app to have come out of the start-up nation. Working at Viber is a unique opportunity to influence the hundreds of millions of people using our messaging app.

We are looking for a Professional Services Team Lead to manage our B2B support team. As the team leader, you will be managing the operations and technical requirements of Viber’s business partners and should strive to constantly improve both the work process and results of the partnerships. 

We are looking for a hands-on manager with a proven track record in managing and developing employees and with high abilities to initiate, define and execute operational projects.

Responsibilities

• Focus on maintaining a high level of customer satisfaction.

• Act as a technical escalation point for both the internal team and customers.

• Lead knowledge activities including the support website and staff training.

• Initiate, develop and maintain internal support tools and support processes.

• Define clear and actionable objectives, set priorities and follow-up efficiently to ensure successful execution.

• Act as the customer’s voice, share their needs with sales, product management and the development teams.

Requirements

• 1-3 years experience as a Professional Services Team Lead/Customer Success Team Lead

• Basic experience with code writing (js, php, python etc.) – a MUST!

• SQL basic knowledge – a MUST!

• Analytical thinker, able to turn raw data into insights and actions.

• Familiar with CRM tools (Wix Answers – an advantage).

• Fast learner, flexible, adapts quickly to changes.

• Fluent English – both written and spoken

Keep in mind, we will respond to all relevant applicants.

About

At Rakuten Viber, we connect people–no matter who they are, or where they are from. As a communication platform that connects hundreds of millions of people around the world, we know that the way people communicate changes on an almost daily basis. That’s why we dedicate ourselves to providing added value to communication — from private and group chats to audio and video calls to the ability to follow and contact brands, businesses and celebrities. Viber is an all-in-one platform for everything communications-based, and all Viber communications are protected by end-to-end encryption. Viber is part of the Rakuten Group, a world leader in e-commerce and financial services.