Technical Services, Team Lead
mParticle is growing and is seeking a Technical Services, Team Lead
The Technical Services, Team Lead position at mParticle is a hands-on leadership role that reports directly to the Vice President of Professional Services at mParticle. This person will be responsible for building and managing the people, processes, and infrastructure needed for a world-class customer support organization.
Your role will have a substantial impact on mParticle’s business and customer experience. You will have a mandate to establish the processes and select/develop the tools the team will use while receiving support from mParticle’s customer-facing, engineering, and product teams.
If you are interested, here are some details to help you determine whether this is the right role for you.
Responsibilities
Manage the daily operations of the Technical Services Team - guide, prioritize, and ensure the timely resolution of customer requests
Work cross-functionally across the organization to establish, maintain, measure, and continuously improve the process, and infrastructure mParticle uses to support its customers in a global, 24/7 environment
Provide reporting to the mParticle executive team on customer support KPIs
Continue the build out the mParticle Technical Services team
Desired Experience
4-year undergraduate degree, preferably in computer science/engineering or related technical discipline
5 years experience in a technical, customer-facing support or services role at a SaaS company
2 years experience managing a support team at a SaaS company
Strong metrics-based management capability and understanding of key support KPIs e.g. average time to response, average time to resolution, CSAT, NPS etc.
Solid technical troubleshooting skills
Ability to adapt and prioritize in a rapidly changing environment
Strong organizational, leadership, and management skills
Proven track record in providing world class support to customers
Previous experience building and scaling support teams at a SaaS company
About mParticle
Founded in 2013, mParticle is the leading customer data platform that unlocks the full power of data for businesses. The company empowers brands to accelerate their growth strategy to keep pace with their customers by providing the most advanced data platform for web and apps across all devices in the marketplace. A trusted partner among renowned brands such as Airbnb, Foursquare, King, and Spotify among many others, the mParticle platform has grown to manage over 1 billion mobile users each month, capturing over $5 billion in e-commerce transactions and processes over 250 billion API calls. Recognized as one of Crain’s 100 Best Places to Work in New York City and named to Gartner’s “Cool Vendors in Mobile App Development” list, mParticle has 90+ employees and is headquartered in New York City with offices in San Francisco, Seattle, Florida, and London.