Web Platform Support Lead

About the role

As a Web Platform Support Lead at Bamboohr, you will play a pivotal role in ensuring the seamless operation and support of our web platforms. You will lead a dedicated team, focusing on enhancing user experience and resolving technical issues promptly. This position requires a blend of technical expertise, leadership skills, and a customer-centric approach to support our growing client base effectively.

Key facts

What you'll do

• Lead a team of support professionals, providing guidance and mentorship to enhance their technical skills and customer service abilities.
• Oversee the daily operations of the web platform support team, ensuring that all support requests are addressed in a timely and efficient manner.
• Collaborate with cross-functional teams, including development and product management, to identify and resolve platform-related issues.
• Develop and implement standard operating procedures (SOPs) for support processes to ensure consistency and quality in service delivery.
• Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance overall performance.
• Act as the primary point of contact for escalated support issues, providing expert guidance and solutions to complex problems.
• Maintain comprehensive documentation of support processes, troubleshooting steps, and resolutions to build a knowledge base for the team.
• Conduct regular training sessions for the support team to keep them updated on new features, tools, and best practices in web platform support.
• Engage with customers to gather feedback on their support experience, using insights to drive improvements in service quality.
• Stay abreast of industry trends and emerging technologies to ensure that the support team is equipped with the latest knowledge and tools.
• Coordinate with the IT department to ensure that all necessary infrastructure and tools are in place for optimal support operations.
• Participate in the recruitment process for new support team members, helping to identify candidates who align with the company's values and culture.

Requirements

• Proven experience in a web platform support role, with at least 5 years in a technical support or customer service environment.
• Strong leadership skills, with a track record of managing and developing high-performing teams.
• Excellent problem-solving abilities, with a knack for troubleshooting complex technical issues.
• Proficiency in web technologies, including HTML, CSS, JavaScript, and familiarity with various content management systems (CMS).
• Experience with support ticketing systems and customer relationship management (CRM) tools.
• Exceptional communication skills, both verbal and written, with the ability to convey technical concepts to non-technical audiences.
• A customer-centric mindset, with a passion for delivering high-quality support and enhancing user satisfaction.
• Ability to work in a fast-paced environment, managing multiple priorities and deadlines effectively.
• Strong analytical skills, with experience in using data to drive decision-making and improve support processes.

Nice to have

• Familiarity with cloud platforms and services, such as AWS or Azure, is a plus.
• Experience in a software development environment, understanding the software development lifecycle (SDLC).
• Knowledge of agile methodologies and project management practices.
• Previous experience in a startup or fast-growing company is advantageous.

Skills & tools

• Proficient in using support and ticketing systems such as Zendesk, JIRA, or similar platforms.
• Familiarity with web analytics tools like Google Analytics to track user behavior and support metrics.
• Strong understanding of web security practices and protocols.
• Experience with collaboration tools such as Slack, Microsoft Teams, or similar applications.

Practical notes

• This position is based in Pune, Maharashtra, and may require occasional travel for team meetings or client engagements.
• Candidates should be prepared to work flexible hours to accommodate different time zones, as our client base is global.
• The role may involve on-call support during critical incidents or system outages.

META

Company: Bamboohr

Title: Web Platform Support Lead

Listed

location: Pune, Maharashtra

Job type: Full-time

Apply URL: https://bitsinglassca.bamboohr.com/careers/477

Tags: Support, Platform