customer support Team LeadSnappr

Job Description
With our global footprint and hyper growth, one of Snappr's top priorities is to grow the quality of our Customer Support. As an Incident Response Team Lead, you will be challenged to handle a team of specialists to deliver world class escalation support. In addition, you'll also be working with teams and peers across the company to drive product and process improvements. Your impact on coaching and leading the team will be the lifeblood that powers Snappr's explosive growth and enables our consumers and enterprise clients to access on-demand photography worldwide.
What you'll do:
Act as a resolution manager and ensure that issues are properly resolved by the team
Analyze, track, and monitor all incident reports
Create and analyze weekly reports for the team
Deliver escalations support to the agreed service level
Work across different functions to drive improvements to our products and processes
Minimum Qualifications
Excellent proficiency in written and spoken English
At least 8 to 10 years experience in service management, escalations support, conflict resolution or other similar roles
Ability to manage teams working across shifts
A "let's get it done" mindset
The ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well