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Remote First Company
Has mostly a remote team

Remote Based Team Lead, Technical Support Job Opening at Uscreen

Application Deadline Salary Range Job Type
March 31st, 2022 From 5,000 US$ - 7,000 US$ per month Full Time
Location Availability Skills Years of Experience
North america, Central or South America SaaS, Support, Teamwork 3+

Team Lead, Technical Support

Location:  Remote — Americas

🎥 What are we doing at Uscreen? 

Uscreen is a hyper-growth (and profitable) bootstrapped product-led SaaS business revolutionizing the way that video-based entrepreneurs & creators monetize their content.  We have grown from 30 to 120 employees over the last year — with the best yet to come!

Uscreen provides an all-in-one platform for entrepreneurs to sell subscriptions, VOD, and live-streamed events on the web, through mobile apps, and via OTT (over-the-top) devices.

11,000+ video creators sell, market, manage, & grow their content business with Uscreen — and they generate tens-of-millions of dollars in revenue doing it!  See some of our awesome customers here.

As the Team Lead, Technical Support, you will lead a global team of 10+ Support Specialists who ensure our customers (and our customers’ customers) are having a best-in-class experience.  You’ll help us take our industry-leading customer satisfaction scores to new heights!

🚀 What you’ll do

  • Lead, train, and mentor a group of 10+ global Support Specialists with varying skill levels
  • Enable the Support team to meet or exceed KPIs through various duties, including keeping up with all new developments on the platform, clarification on underlying logic, and promptly documenting this in our internal ‘knowledge base’
  • Provide weekly feedback sessions to each member of Support and weekly reporting sessions to the Head of Customer Support
  • Be an expert on our platform, platform limitations, and platform workarounds
  • Own the Support internal ‘knowledge base’ and ensure technical changes are promptly reflected in external facing ‘help guides’
  • Address escalations in the ticketing queue with grace and a solutions-oriented approach
  • Perform other duties as delegated by the Head of Customer Support

🔥 Do you have what it takes?

  • Working hours, Monday through Friday 8am-4pm Eastern Time with ability to conduct team meetings outside of these hours to accommodate team members located across the world (must be based in the Americas)
  • 3+ years experience leading a fully distributed remote team of either Support representatives, Support Engineers, or a combination of these.
  • Proven experience in managing, building, and developing cross-functional teams with 10+ team members
  • Experience in coaching a team on identifying opportunities for procedural or operational improvement to increase efficiency and efficacy
  • 2+ years of Technical Support and/or Development, preferred experience with: html, css, javascript, ruby, APIs, webhooks, postgreSQL, live streaming, SVOD / TVOD
  • Understanding of both high-touch and low-touch / self-serve clientele and their respective support needs
  • Proven ability to lead with excellent communication skills
  • Strong ability to execute and proactively report on progress

🎁 You get bonus points if…

  • Demonstrated interest in the SaaS, online video, and influencer industries
  • A growth mindset and a positive attitude
  • A strong desire to excel and achieve
  • Experience with online video or website hosting
  • Overall a kind and fun person 🙂

Benefits and Perks

✔️ Our commitment to you

  • 💵 We will compensate you competitively.
  • 🍎 Your growth is our growth! We’ll provide you with access to best-in-class training, workshops, and conferences to help you develop and succeed in your role.
  • 👟 It’s a marathon, not a sprint. We make sure you have a clear growth plan to help you get to the next level at Uscreen.
  • 🛸 100% Remote – Work from wherever your heart desires, as long as you have access to stable internet and a conducive workspace.
  • 🌴 Our flexible PTO policy encourages every team member to take the time they need to unwind and recharge.
  • 🧑🏻🍼 We also offer flexible parental leave.
  • 🦺 Your home office should be ergonomic and inspirational to help you make some magic ✨. We’ll give you a generous WFH stipend to help you set one up.
  • 🏢 And if WFH is not for you, we’re happy to pay for your coworking space.
  • 🌞 We’re proud to offer personal development and mental wellness stipend.
  • 🎳 🍻​​ We host virtual social events and company retreats filled with fun activities to ensure you feel part of the Uscreen family.

 

Interested? Apply now!

You have until March 31st, 2022 to apply.


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