Customer Support Team Leader

About the company:

Fornova is a global provider of B2B data solutions directly impacting revenue creation
in increasingly competitive markets. Hundreds of online travel and retail businesses around
the world leverage Fornova solutions to maximize their revenue.

Fornova has revolutionized the way travel and retail industries conduct their day-to-day business.
Scanning billions of exclusive data points from all over the world, Fornova delivers real-time
and business-critical market intelligence that helps travel & retail businesses win.

Job Description:

We are looking for a Customer Support Team Leader to provide excellently
services and support to our growing customer base.
The role includes addressing complex customer issues, developing
and implementing new projects, increasing customer satisfaction, loyalty, and retention.

The ideal candidate will manage our enterprise Support team who needs to provide a combination of both a high level of business and technical support solutions, lead cross-team efforts to resolve outstanding issues
and have a passion for delivering an excellent customer experience.

Responsibilities:

• Serve as a DAAS support Team Leader you will master the company’s unique technology and business needs of enterprise customers.
• You will demonstrate continuous delivery improvements and increased customer satisfaction by innovating and utilizing existing solutions/technologies.
• Take an active role in team building, including technical mentoring, knowledge transfer, and process optimizations.
• Lead cross-team efforts to provide unique solutions and resolve customers’ outstanding issues.
• Leverage data and analytics in a business environment to influence strategic decisions.
• Contribute to meet the company SLAs by defining and tracking key performance Indicators
  (responsiveness, resolution, quality, etc).

Job Requirements:

Must:

• Bachelor’s degree in Industrial Engineering/ Computer Science/information systems
  or a related technical field is a must (MSC/MBA is an advantage).
• At least 3 years of proven hands-on experience in a Customer/Technical support role.
• Team management experience is preferred.
• Strong skills in Python (1+Years) Libraries: scrappy, os, requests, JSON, etree, re, urllib, DateTime).
• At least 1+ years experience with SQL.
• Excellent communication and interpersonal skills with fluent English(written/spoken: C1).
• Ability to manage and escalate critical product Issues in a multitasking pressured environment.

Nice to Have:

• Working experience in a B2B SAAS company.
• Working experience with scraping Technology.
• Any experience with JavaScript – High Advantage.