Technical Support Manager
- Full Stack Engineer
- Tallinn
- 22 € - 25 € /hourly
- Freelance
Responsibilities:
- Demonstrate and be a model for Braintree’s Values of Ask Why, Care A Lot, and Solve Together
- Utilize data to make decisions and enhance merchant experience and team performance
- Be a stakeholder for product development and regularly champion Supportreep and merchant feature requests
- Proactively find opportunities to research and advocate for ways to make our processes better
- Know which questions to ask to make improvements not only within Support, but within the Braintree organization
- Motivate, lead, and coach a diverse team of Support Specialists, aka Supportreeps
- Take a balanced approach to coaching, feedback, and development practices to help teammates improve their performance
- Monitor agent performance and conduct one on one meetings and performance reviews
- Create an environment where teammates feel valued and enjoy their jobs
- Challenge Supportreeps to grow their skill set to help them pursue future career opportunities at Braintree
- Solve Together:
- Be proactive in contributing resources to Supportreeps by providing hands-on support during high volume periods, by serving as an escalation point, and by collaborating to get through the toughest of issues
- Handle staffing responsibilities by creating and maintaining a daily schedule that balances the needs of the business and our teammates
- Assist in recruiting and development of support team as a whole
- Help synthesize and deliver communication between morning, day and night shift
Requirements:
- Be someone who believes in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together
- Experience leading highly collaborative customer service or account management teams working directly with customers or clients to solve together
- Have an interest and the desire to research, offer up, and implement new approaches on improving team and merchant experiences
- Be a self-starter, self-learner, and possess incredible resourcefulness
- Be comfortable dealing with ambiguity and possess the intellectual horsepower to make decisions on the fly
- Love and understanding of emerging technologies
- Be comfortable with consistent change - agility is key!
- Would rather swim in solutions than problems
- Possess infinite patience and a desire to turn angry customers into happy ones
- Ability to work autonomously with a high level of responsibility
- Be a great writer with a keen eye for the nuances of the English language
- Flexibility with work hours including some weekends and holidays
