Technical Support Manager - Live Operations

Glovo

  • Barcelona
  • Permanente
  • Tiempo completo
  • Hace 1 mes
If you're here, it's because you're looking for an exciting ride.A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone.We'll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together.Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries.Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.What makes our ride unique?🤝 Our culture and strong values.💪 Our career development philosophy.🤝 Our commitment to being a force for good.We have a vision: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.YOUR MISSIONYou will be working closely with our Live Operations team and other stakeholders to ensure the different solutions used by our Live Operations Team are available 24x7 and correctly configured. The Technical Support Team Manager is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. This position will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.THE JOURNEY
  • Oversee the day-to-day operations of the Technical Support Team, ensuring service levels are maintained on a daily basis
  • Ensure that all inquiries and issues are solved correctly and in a prompt and professional manner, achieving the SLAs and KPIs defined
  • Implement any necessary preventive measures to reduce tickets workload
  • Continuously improve all technical support processes, documentation, ways of working, and tools through proactive review
  • Assist in the creation and implementation of self-service material and tools
  • Ensure responsiveness to issues 24x7 working both with internal and 3rd party resources
  • Assist with daily project scheduling and ticket prioritization
  • Carry out technical tasks to support configuration and the Live Operations team
  • Act as a mentor and provide oversight, coaching, and training to technical support staff
  • Work to create any relevant support material for the team
  • Analyze and report on team results
  • Participate in interviewing and make recommendations for selection
  • Onboard all new technical support team members
WHAT YOU WILL BRING TO THE RIDE
  • 5+ years of relevant experience
  • Proven people management and leadership skills, with the ability to motivate and inspire others
  • Strong customer service orientation with a dedication to delivering an outstanding support experience
  • Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures
  • Proven experience in managing a service and support focused team culture
  • Strong problem solving skills to analyze complex issues and provide effective solutions
  • Strong analytical skills to investigate and resolve customer support tickets
  • Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency
  • Proficiency in using support tools and systems to manage and track customer issues
  • Associates or Bachelor degree in Information Technology or a related field preferred
  • Excellent written and verbal English communication skills
Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.We believe driven talent deserves:
  • 🌟 An enticing equity plan that lets you own a piece of the action.
  • 💪 Top-notch private health insurance to keep you at your peak.
  • 🍔 Monthly Glovo credit to satisfy your cravings!
  • 💳 Discounts on transportation, food, and even kindergarten expenses.
  • 🏊 Discounted gym memberships to keep you energized.
  • 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
  • 👪 Enhanced parental leave, and office-based nursery.
  • 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.
Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).So, ready to take the wheel and make this the ride of your life?Delve into our culture by taking a peek at our and check out our and !

Glovo