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Product Support Team Lead

1 mese fa

Italia Bloq.it A tempo pieno

At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.

We're now looking for a new #bloqstar to join us as a Product Support Team Lead . We’re looking for someone who has experience working with edge computing or IoT hardware, and is passionate about providing top-notch support to our users, clients and partners. We will empower you to be the first line of defense in resolving technical issues and ensuring our customers have the best experience possible with our smart locker systems.

What will be your responsibilities
  • Perform performance reviews and manage day-to-day activities of the B2B Technical Support team;
  • Lead training sessions and serve as the primary resource for supporting agents;
  • Provide constructive feedback to Product and Engineering teams based on support insights;
  • Conduct interviews for new candidates and roles on an ongoing basis;
  • Configure tools and systems to optimize support workflows and guarantee partners SLA compliance;
  • Document technical issues and solutions in the internal knowledge base system;
  • Continuously provide feedback and improve internal processes with focus in efficiency and service quality;
  • Implement or improve workflows and guidelines, implement best practices and solutions in the internal knowledge base system;
  • Ensure the well-being of our Bloqstar Support team
What are the requirements to join us in this position
  • Proven experience in technical support with computer hardware, IoT devices, electronics, Networks and Operating Systems;
  • Great critical thinking & problem-solving skills to tackle complex support issues and implement solutions;
  • Proficiency with various support platforms, ticketing systems, service management and asset management tools;
  • Customer service skills and patience to handle diverse technical knowledge levels;
  • Keen eye for inefficiencies, drive to contribute to process improvements and implement best practices;
  • Fluent in English, with Portuguese as an advantage. Helping to bridge the gap between technical speak and user-friendly explanations;
  • Familiarity with Linux systems and the command line (CLI), a plus for troubleshooting and advanced configurations.
  • Previous leadership or technical training experience, demonstrating the ability to guide or mentor team members;
  • Experience in developing and optimizing support processes;
  • Previous work experience in a startup or scale-up environment;
  • French, Italian, German or Czech language proficiency.
What will you get if you join us in this position
  • The opportunity to join our Support team and play a pivotal role in providing top notch support to our clients and contributing to innovative solutions that redefine Bloq.it's revolution in the smart locker industry
  • A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning
  • Competitive salary and benefits package, tailored to your experience and skills, including performance-based bonus and Portuguese health insurance
  • Flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life
  • Monthly meetings in-person at our HQ Office in Lisbon, PT, giving you the chance to connect with the team and immerse yourself in our company culture
  • Make a tangible impact by actively supporting our mission to provide affordable and sustainable solutions

If you're a passionate Support expert ready to shape the future of smart locker solutions, Bloq.it is the place for you.

Join our team of #bloqstars and help us redefine the last-mile delivery experience

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