Our Clients is a Solutions Company.

KEY RESPONSIBILITIES:

• Handle tickets to support customers.
• Monitor team workload and distribute resources effectively, especially in urgent situations.
• Monitor and propose general solutions for repeated issues to limit them from happening again.
• Support team members in complicated cases or investigate issues related to coding.
• Give advice/solutions to team members about complex app customizations.
• Monitor, ensure, improve and maximize the performance of the team & individuals.
• .Do periodic reports on team productivity, frequent issues, request types that take lots of time to implement, etc.
• Optimize current Workflow as well as propose/create new Workflow if needed.
• Collaborate with cross-timezone teams to solve issues.
• Support CSM to improve collaboration among different teams of different time zones.
• Be a mentor and take care of the team members, and timely report abnormalities to the management team.
• Work with CSM to do planning (Quarterly / Monthly) then follow up on the progress.
• Review – Optimize – Create internal/external documents so that the team members/customers can easily find out the necessary information.
• Be the main in charge to follow up on the training progress of the Newbies in your sub-team.
• Other tasks and projects assigned by CSM and Management Team.

REQUIREMENTS:

• At least 2+ years experience in the Leader role with strong leadership skills.
• Strong Technical background in Computer Science, Software Engineering or a relevant technology field.
• Proficient understanding of Javascript, HTML, and CSS.
• Strong English communication (verbal and written) and interpersonal skills.
• Good at problem-solving and debugging skills.
• Good logical thinking, customer-oriented, decision-making, and ability to stay calm when customers are stressed or upset.
• Empathetic, patient, and positive attitude with a desire to help customers reach their goals.
• Pay attention to every detail/aspect of the work.
• Ability to communicate effectively and positively with customers, members, and managers.
• Have a track record in e-commerce.

CHARACTERISTICS:

• Proactive, supportive, respectful, equitable, accountable
• Open-minded, effective communication & collaboration (active listening, constructive feedback), positive and can-do attitude
• Critical thinking; thoughtful, thinking about the root cause & consequence from multiple views, has vision and observation skills, decision-making skills, customer-oriented
• Trust team members and willing to delegate if possible
• Willing to expand knowledge & skills
• Emotional intelligence
• Leadership skills, being a good mentor
• Long term commitment

BENEFITS:

• 100% remote culture. Live and work from wherever you feel happiest.
• Day-off: 19 days/year.
• Salary for the 13th month.
• Healthcare plan.
• Year-end Bonus based on your proficiency
• Salary review every 6 months.
• Online Meet-ups: Weekly Happy Hour, Weekly Monday Funday, Internal Mini Games and Contests, Virtual Online Parties, etc.
• Free online learning. Reimbursement for selected online courses.
• Get support and work with talented and friendly members.

Job Type

Full-time

From Monday to Friday with working time 8:00 AM to 5:00 PM (GMT-3) – Timezone : South America .

Interview Process : 2 Round + Test.

Main Working : Remote