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Delivery Hero
Delivery Hero
Alimente și băuturiLogisticăMarketing
Delivery Hero desfășoară la nivel global activități de livrare a mâncării și comerț rapid în peste 70 de țări și pe patru continente. Platformele sale conectează clienții cu restaurantele și magazinele, iar rețeaua sa de 932 de Dmarts — depozite mici, amplasate strategic — susține operațiunile de livrare rapidă. Activitatea companiei acoperă domeniile alimentelor și băuturilor, logisticii și marketingului, iar echipele sale se concentrează pe îmbunătățirea experienței de livrare prin branduri locale, extinderea operațiunilor și investiții în sustenabilitate și impact social. Delivery Hero a raportat o valoare brută a mărfurilor de 11,3 miliarde de euro în al patrulea trimestru al anului 2023 și continuă să dezvolte următoarea generație de servicii de livrare convenabile, la cerere.
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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.

MYMalaysiaRemoteNormă întreagăSeniorLimbă Obligatorie: englezăInginer de suport

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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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