Head of Global Tech Support

London, UK / Bangalore, India / Remote

Experience: 6+ years

Klevu, with its roots in Finland, is an AI powered, market leading retail discovery suite for online retailers. Klevu is a Global and Diverse company. With solid growth over 5 years, billions of API calls served on its belt, Klevu is now poised for solid growth and looking to strengthen its team globally. In our journey towards democratising discovery in retail, we are now looking for a customer obsessed, global lead for one of our most critical functions, Technical support.

Responsibilities:

  • Lead from the front to provide world class customer support
  • Provide needed leadership and management to the global support team
  • Liaise with cross functional teams including but not limited to sales support, account managers, customer success and sales team
  • Establish lead metrics
  • Provide KPI driven visibility
  • Contribute to cross-functional meetings and present KPIs to stakeholders
Must haves:
  • Technical educational degree

Technical skills:

  • Ticket Management Systems (e.g. Fresh Success, Freshdesk)
  • Experience of working with eCommerce platforms such as Magento, Shopify, Bigcommerce, Vue and Salesforce.
  • Hands-on experience with web technologies such as HTML, JS, CSS3
  • Should have worked as a developer at least once in a past
  • Hands on with at least one programming language (C++, Java, PhP)

Soft Skill Requirements:

  • Customer obsession
  • Excellent oral and written communication in English
  • Interest in finding the most suitable solution to any given problem
  • Ability to convey complex technical topics to non-technical audience
  • Able to handle difficult situations in terms of communication
  • Passionate about helping customers achieve their objectives
Nice to have:
  • MBA or business management degree
  • Technical understanding of overall eComm platforms and how they work from technical architectural perspectives
  • Experience of using Google Analytics
  • Experience of working with Solr, Elasticsearch or similar search technology

What we offer:

  • Competitive salary
  • Key role in an international and extremely fast growing eCommerce SaaS company
  • A position that gives you independence and autonomy
  • Possibility to make a real difference in a fast-moving, international company
  • Company benefits package, depending on location

About Klevu

Klevu is an intelligent site search solution designed to help online merchants to increase onsite sales and improve the customer’s online shopping experience. Klevu powers the search and navigation experience of many online stores, retailers and sites by leveraging advanced semantic search, natural language processing, merchandising and multilingual capabilities, ensuring visitors to your site find exactly what they are looking for regardless of the device or query complexity. Klevu supports its retailers from its offices in Helsinki, Stockholm, London, Atlanta and India.

Klevu is an equal opportunities employer and celebrates diversity of everything. We welcome applications from all suitably qualified persons.

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