Product Support Team Leader Latam

Singular is the next-gen attribution and marketing analytics platform, giving marketers actionable insights from previously siloed data. By collecting, aggregating and normalizing upper-funnel campaign marketing data from thousands of channels and connecting it to lower-funnel attribution data, marketers can measure ROI from every touchpoint across all their activities and optimize to the most granular level.We are looking for an experienced team lead for our new LATAM tier 1 team. You’ll be taking over a new team of technical support engineers. You will own analytics troubleshooting, as well as be a natural leader. Work well with the technical and non-technical audience as part of the customer service department,

 

What you will do:

• Be an amazing manager to a new team and everything that comes with a hands-on approach - practice what you preach
• Build a measurable long-term strategy
• Become an expert in all troubleshooting related issues
• Maintain training and ensure the high-quality knowledge of the team
• Write documents and implement processes for the team
• Work closely with the global support team
• Play a significant role in the growth and development of our customer support competency

 

Who you are

• Fluent English (verbal and written) – a must
• Ability to write short technical explanations in English – a must
• Service-oriented person
• Ability to self-manage time and prioritize tasks without compromising quality
• Ability to work effectively in a fast-paced, innovative environment demonstrating high energy, a sense of urgency, and decisiveness
• Aptitude to multitask with a high volume of tasks
• Responsible, independent and autodidact
• Team leader with solid communication and presentation skills
• Excellent analytical and problem-solving skills
• Strong skills in data analysis/manipulation
• Self-starter – able to come up to speed on complex, challenging concepts with minimal assistance

 

What you will need

• Superb English and communication skills
• At least 2 years of managing a team
• A strategic, problem-solving and analytical mind
• At least 7 years of Customer Service experience
• BA/BSc in a technical field or equivalent practical experience in technical fields (support, technical operations, solutions, etc.)
• Mobile Marketing industry experience- a must
• Experience in a global organization
• Previous experience in a B2B SaaS company – an advantage
• Vast experience in an external-facing position, managing strategic conversations
• Strong capabilities of building organized processes and structured formal documentation

As a proud equal opportunity employer, we're committed to hiring top talent regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We don't just accept difference - we celebrate you being who you are for the benefit of our employees, our products, and our community.