Related skills
slack salesforce saas google sheets jira📋 Description
- Lead APAC support team performance and staffing.
- Ensure tickets meet SLA, response and resolution times.
- Guide agents; escalate to product team when needed.
- Develop and refine support processes and workflows.
- Run weekly regional support meetings and 1-on-1s.
- Collaborate across APAC and AMER teams.
🎯 Requirements
- 2+ years leadership in SaaS or POS support teams.
- Experience leading support teams; strong customer service.
- Based in San Jose, Costa Rica; hybrid work.
- Formal IT qualifications; bachelor’s degree preferred.
- Proficient with Slack, JIRA, Salesforce, Google Sheets.
- Strong problem solving, communication, and autonomous work.
🎁 Benefits
- Category-leading product with strong Capterra/G2 reviews.
- 4 weeks annual leave plus 4 recharge days.
- Flexible work environment with WeWork access.
- Parental leave: 16 weeks primary, 4 weeks secondary.
- Team wellbeing program with coaching and webinars.
- Learning budget and career growth opportunities.
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