Support Advocate - Team Lead (US time zone)
- Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
- Department: Customer Support
Do you want to be a part of a growing and energetic startup with a product spanning 190 countries?
Tradeshift is disrupting the enterprise software space in a big way. B2B has entered the Platform Era and we are leading the charge! Tradeshift connects companies of all sizes and provides them with the platform, network, and tools needed to develop apps and communicate in real-time. We are redefining an enterprise space that has seen little change in many years.
Our Team Leads are responsible for empowering and managing the staff that are directly engaging with our users. Your team will look to you for product knowledge, feedback, and support to assist them with the day to day challenges they face in the wild. You will work directly with our customers, their suppliers, and cross functionally throughout our organization to identify and address any future, incident, or bug, that may arise. As challenges and opportunities surface you will be tasked with communicating this to your team and throughout Tradeshift as needed. You will own the front line support presence during the US shift and work within a global support team that has its hands in the operations of every customer account globally.
We’re the Product Support team that’s on the ground, making sure all of our users are getting everything they can out of the Tradeshift platform. We are looking for people that are inherently curious, know how to build relationships, and are ready to do what is needed to ensure our users are enabled to succeed.
We believe in empowerment and ownership by every member of our team. Each individual is autonomous, but expected to be present in the interest of our users and the platform. The scope of the customer support team starts at the initial engagement of the product and extends through the life cycle of every account, and the challenges they will face. You will bridge the communication gap cross functionality within Tradeshift and do what is needed daily to keep our users alive and engaged.
What you will be doing:
You will own the operation of the US support team (schedules, escalations, 1:1s) if it occurs within US time zone you own it.
Empower each member of your team to effectively perform their role, if an obstacle or challenge arises you are taking point and leading through the fight.
Provide regular performance feedback and education to the team using one on ones, daily stand ups, and ad hoc syncs as needed.
Coordinate with the Director of Global Product Support, as well as fellow Team Leads to ensure the experience and performance of the global team is consistent and meeting their KPIs.
You will become a product expert within your team, every feature, every update, every customer, you know them all.
Monitor the customer experience of every customer account on Tradeshift and ensure they can access and fully utilize the platform at all times.
Continuously find ways to improve and streamline the support function and user experience
Min 2+year team lead or people management experience
Min 3+ years experience in SaaS based customer account/operations support
Cool and calm under pressure in a transactional environment
Team builder with a passion for empowering and building leaders
Strong prioritization and collaboration skills
Highly data-driven mindset and a passion for analytics
Excellent communication and presentation skills, highly refined interpersonal skills
Experience with document formats CSV, XML, EDI or any other type of document business standards
Bachelor's degree in Business, Operations, MIS or Computer Science (preferred, but not required)
Our culture was formed from day one when three Danes poured their heart and soul into creating a platform that could connect every business in the world. We expect each employee to approach their job at Tradeshift with the same amount of pride and passion and embody the Tradeshift culture that makes us the best company in history.
Shifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.
We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Fixed Transport & Communication Allowance
- Daily lunch and snacks provided by the company
- Extensive medical insurance coverage
- Optical and Dental benefits