Viber
Viber
We don’t just have a great product, we have a great team too. Every day is different as we constantly innovate, improve and expand our Viber app, working together to keep OVER 1 BILLION USERS chatting freely. If working at one of Israel’s most recognizable names sounds good to you, and you're …
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Posted by an employee at Viber as part of a referral program.

Customer Service Team Lead
Support Israel
Mar 12, 2019


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Job 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 Customer Service 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 high level of customer satisfaction
• Act as technical escalation point for both the internal team and the 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 customer success / customer support team leader
• Basic experience with code writing (js, php, python) and SQL
• Analytical thinker, able to turn raw data into insights and actions
• Familiar with CRM tools (Desk.com / salesforce.com - an advantage)
• Fast learner, flexible, adapts quickly to changes
• Fluent English - both written and spoken
Job 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 Customer Service 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 high level of customer satisfaction
• Act as technical escalation point for both the internal team and the 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 customer success / customer support team leader
• Basic experience with code writing (js, php, python) and SQL
• Analytical thinker, able to turn raw data into insights and actions
• Familiar with CRM tools (Desk.com / salesforce.com - an advantage)
• Fast learner, flexible, adapts quickly to changes
• Fluent English - both written and spoken