VAS and Services Team Leader


Key Responsibilities
Lead 7-8 engineers
Provide technical leadership to team members while taking active part in the team tasks
Oversee the overall development life-cycle, from design/planning, to implementation.
Recruit and mentor new team members
Identify new tools and technologies to better serve the customer
Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the senior stakeholder
Day to day management of a Tier 3 (24/7) support engineers
Day to day management of a R&D engineers
Establish a team of Tier 2 Technical support engineers
Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric
Direct reporting to the VP Services
Minimum of 5+ years of experiencing in leadership Technical customer support teams of a B2B product.
In-depth experience in Telecom application/SAAS, Cloud environment, server-side development, Telecom protocols is a Must
Established track record of exceeding targets, KPI’s SLA’s
Strong leadership skills
Excellent communication and collaboration skills
Team player, highly motivated, can-do approach
Experience in telecom messaging solutions – Major advantage