Technical Support Team Lead

Global-e (Nasdaq: GLBE) is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets. 
Trusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC. 
Our technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work. 
We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point. 
You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally. 
Responsibilities
 
Manage the application support engineers, providing line management, mentoring and engagement. 
Establish work procedures and policies according to department standards. 
Set, monitor, and manage team targets to ensure KPI and SLA achievement.
Ensure ticket queues are managed effectively across Zendesk and JIRA.
Raise support-related concerns, issues, and improvement feedback to management. 
Promote self-service plans to reduce inbound ticket volume. 
Provide technical support to customers and serve as an escalation point both internally and externally. 
Handle any escalations that require immediate attention from management. 
Work collaboratively and cross-functionally with other departments. 
Present team performance reports and conduct team member performance evaluations. 
Maximize productivity and ensure the team is highly motivated.
Requirements:
3 years of experience in an Application Support Lead/Managerial role. 
Experience in people management and technical direction.
Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis. 
Experience in providing services to agreed SLA's/OLA's. 
Experience in Problem and Incident Management according to ITIL standards. 
Ability to work in a fast-paced environment. 
Experience with managing root cause analysis and incident reports. 
Excellent interpersonal and communication skills. 
Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.
Prior development experience or previous experience in an eCommerce environment is a strong advantage.
This is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office.
Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life