Delivery Hero
Delivery Hero
Delivery Hero 70 से अधिक देशों और चार महाद्वीपों में वैश्विक खाद्य वितरण और त्वरित वाणिज्य का कारोबार संचालित करता है। इसके प्लेटफ़ॉर्म ग्राहकों को रेस्तरां और दुकानों से जोड़ते हैं, जबकि 932 Dmarts का नेटवर्क—रणनीतिक रूप से स्थित छोटे गोदाम—तेज़ डिलीवरी संचालन को सहयोग देता है। कंपनी का कार्य खाद्य और पेय पदार्थ, लॉजिस्टिक्स और मार्केटिंग तक फैला है। इसकी टीमें स्थानीय ब्रांडों, परिचालन के विस्तार तथा स्थिरता और सामाजिक प्रभाव में निवेश के माध्यम से डिलीवरी अनुभव को बेहतर बनाने पर केंद्रित हैं। Delivery Hero ने 2023 की चौथी तिमाही में 11.3 अरब यूरो का सकल व्यापारिक मूल्य दर्ज किया और सुविधाजनक, मांग-आधारित डिलीवरी सेवाओं की अगली पीढ़ी विकसित करना जारी रखा है।

Senior Global Technical Support Team Lead – Delivery Hero, Remote in Malaysia

Lead technical support for TabSquare’s restaurant clients across Southeast Asia and Australia and New Zealand. Guide the team’s SaaS troubleshooting, escalations, service quality, and process improvements.

विवरण

  • Lead and coach Technical Support Executives.
  • Run team meetings, training, and performance reviews.
  • Track SLA compliance, resolution times, and customer satisfaction, and address performance gaps.
  • Resolve complex issues across content management systems, networks, printers, and SaaS platforms.
  • Handle escalations involving technical and product issues.
  • Oversee support requests across phone, email, WhatsApp, and live chat.
  • Ensure support cases are logged, categorized, audited, tracked, and resolved within SLA targets.
  • Coordinate with product development, engineering, operations, country operations, and Level 3 Technical teams.
  • Find incident root causes and share findings with stakeholders.
  • Review support trends and propose process improvements.
  • Conduct quality reviews and response audits, and prepare management reports.
  • Create knowledge base content, troubleshooting guides, and training materials.
  • Maintain stakeholder relationships and respond to client concerns and feedback.
  • Work with Account Managers on technical, billing, payment, and account queries.
  • Take on other duties that support business needs.
  • Lead and coach Technical Support Executives.

आवश्यकताएँ

  • Bring 4–5 years of experience in technical support, help desk, or SaaS support.
  • Have at least 2 years in a leadership or supervisory position.
  • Show experience managing and mentoring technical support teams in a fast-paced setting.
  • Communicate fluently in written and spoken English.
  • Have experience supporting regional clients across Southeast Asia and Australia and New Zealand.
  • Understand content management systems, network configurations, and SaaS platforms in depth.
  • Apply strong analytical and problem-solving skills.
  • Be able to troubleshoot complex technical issues.
  • Build effective working relationships through strong interpersonal skills.
  • Work independently, set priorities, and meet tight deadlines.
  • Bring integrity, flexibility, and a client-first approach.

लाभ

  • Option to work remotely.
  • Defined pathways into leadership roles.
  • Ongoing learning and career development.
  • A collaborative and supportive team culture.
  • Chances to contribute to AI, fintech, and digital solutions.
  • Ownership of work with visible real-world impact.
  • A positive, grounded working environment.

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