Who We Are:
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.
About the Role:
The Tier 2 Software Team Lead will be responsible for leading, developing, mentoring and auditing the quality control for the Technical Support Tier 2 Team.The individual will be responsible for finding areas of improvement in our service delivery, Processes, SOPs, Team enablement, and coming forward with solutions and ideas. The individual will also be working with onboarding new hires and ensuring the employee is effective within a month’s time.
What You’ll Do:
Actively analyse the backlog, find areas of improvement, create a plan of action and report back to the management team. Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance. Conducts team meetings to update members on best practices and continuing expectations. Challenge current methods of service delivery. Identify, recommend and implement improvements to enhance the team's efficiency. Quick in decision making factors on client platform on-boarding issues. Assists management with hiring processes, new team members’ training and onboarding. Ensuring Quality Assurance and Compliance of work output by the Tier 2 Software team. The individual should proactively find ways to improve the overall team’s efficiency by recommending process improvements, Automation ideas and also strive towards the successful implementation of the ideas.What We’re Looking For:
5+ years experience in a Customer Support role, preferably with 2+ years of experience in leadership. Experience with addressing customer escalations and relaying concise and audience digestible updates to executive stakeholders Must be a people person, with thorough troubleshooting skills Possess excellent leadership skills and people management skills Organizational, time management and decision-making skills Strong customer service skills to effectively work and resolve on Team’s questions. The employee will be expected to mentor the team members and demonstrate exceptional learning agility, creativity and problem-solving ability. Must possess a diagnostic approach to assist our internal stakeholders Strong analytical and interpersonal skills. Possess excellent verbal & written communication skills. Ability to think out of the box. Strong understanding of APIs, SQL & software programming fundamentals. Working knowledge of software development tools and methodologies, E.g. Looker, JIRA, Java, C++, Salesforce. Excellent communication skills with the ability to discuss complex technical issues with both technical and non-technical teams Ability to manage multiple high-priority tasks simultaneously and work independently with limited supervision Preferable - BS in Engineering (Computer Science, Information Systems, or related field) and/or BusinessPlease review our Candidate Privacy Notice here.