Rakuten Viber

Customer Success Team Lead – Technical

Rakuten Viber

full-time

Posted on:

Location Type: Office

Location: Minsk • Belarus

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Job Level

Senior

Tech Stack

NoSQLSQL

About the role

  • Managing a team of specialists that provide technical support to Viber’s Partners in selected B2B offerings.
  • Direct Management of the Customer Success Specialists team.
  • Own the technical support communication with Viber’s messaging solutions partners.
  • Own the team’s knowledgebase, workflows, training and operations.
  • Collaborate and communicate with different stakeholders to investigate and resolve escalated issues and to reflect customers feedback and requirements.
  • Work together with other team members to define new processes, integrations and development requirements for systems in use, as well as optimize existing processes.

Requirements

  • 3+ years experience in technical tier 1 support / NOC supporting b2b customers.
  • 2+ years experience as a team lead in a tech/telco company.
  • Strong interpersonal and customer care skills
  • Experience in server-side communication protocols and APIs.
  • Familiarity with SQL and NoSQL databases.
  • High organizational skills and attention to details in a multitasking working environment
  • Experience with logging, data analysis and monitoring platforms
  • Strong data orientation skills and high proficiency in MS Excel.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportB2Bserver-side communication protocolsAPIsSQLNoSQLdata analysismonitoring platformsMS Excel
Soft Skills
interpersonal skillscustomer care skillsorganizational skillsattention to detailmultitasking