Technical Client Support Lead (m/f/d)

  • Product & Tech
  • Berlin, Germany

Technical Client Support Lead (m/f/d)

Job description

At i2x, we are building AI to help people improve the way they communicate. With a focus on speech and text analysis, we are shaping the future of communication. Our platform helps provide real-time feedback to sales and customer service representatives to assist and identify how to get improved results from their phone calls. We promote a collaborative environment where we encourage everyone to bring forward ideas to help improve i2x and help shape our future.


This is how we work

  • We’re building a new product. This means: (almost) no legacy code or support! You’ll be joining us to shape i2x

  • We continuously improve the i2x product and bring our ideas to life

  • We collaborate closely with engineers from other teams. 

Requirements

Your profile

As a Technical Client Support Lead you will supervise all of the Tech Support Agents members, the day to day service management, including escalation, problem and workload management. You will have primary responsibility for ensuring that the service provided to our clients by our team meets with the agreed targets, processes, procedures and guidelines and is in line with the agreed KPIs. You will be enthusiastic about managing teams and keeping them motivated and aligned.

What we value:

  • Degree or equivalent experience in Computer Science, Engineering, Mathematics or related field.

  • Previous experience in a leadership or managerial role for an IT department of at least 10 people.

  • Excellent communication skills and

  • Hands-on experience implementing and delivering IT Service Management processes and reporting from scratch.

  • Experience delivering continuous improvement to tools and working practices in support of IT services to reduce customer complaints, faults or inefficiencies.

  • Experience in carrying out operational procedures, including out of hours support, managing issues, performance monitoring/reporting

  • Previous experience in having been part of a scaling IT department and having been involved in its growth.

Nice-to-haves:

  • German

  • Experience working in fast-growing companies in the field of Machine Learning or AI.

What we offer

  • Exciting challenges which involve a mix of advanced research and high-quality engineering    

  • The opportunity to grow a team around you

  • High degree of autonomy

  • Ownership over your role and functional area

  • Flat hierarchy and open communication

  • Complete transparency into the rest of the company

  • Working with international, highly engaged people

  • Education budget to attend conferences or trainings

  • Choice of hardware

Have we sparked your interest? Then apply online! You can address your application to Eva Cortes. We are looking forward to your application.