Candidatul Ideal
About You
Must have
2+ years of experience leading technical support or customer service teams
Prior hands-on experience in a technical support role (L1/L2/L3)
Strong organizational and time-management skills
Excellent communication and conflict resolution skills
Data-driven mindset and familiarity with team performance KPIs
Fluent in English (written and spoken)
Solid understanding of REST APIs, integrations, and web-based platforms
Basic troubleshooting skills (HTTP requests, logs, authentication issues)
Familiarity with support tools (Zendesk, Jira, Intercom, etc.)
Comfort working with SaaS platforms, ticketing systems, and knowledge bases
Ability to understand client use cases and support them from a business and technical perspective
Nice to have
Experience in B2B SaaS or startup environments
Exposure to Agile or project-based work structures
Familiarity with scripting, automation, or dashboards (not mandatory)
Ability to work across time zones or manage distributed teams
Must have
2+ years of experience leading technical support or customer service teams
Prior hands-on experience in a technical support role (L1/L2/L3)
Strong organizational and time-management skills
Excellent communication and conflict resolution skills
Data-driven mindset and familiarity with team performance KPIs
Fluent in English (written and spoken)
Solid understanding of REST APIs, integrations, and web-based platforms
Basic troubleshooting skills (HTTP requests, logs, authentication issues)
Familiarity with support tools (Zendesk, Jira, Intercom, etc.)
Comfort working with SaaS platforms, ticketing systems, and knowledge bases
Ability to understand client use cases and support them from a business and technical perspective
Nice to have
Experience in B2B SaaS or startup environments
Exposure to Agile or project-based work structures
Familiarity with scripting, automation, or dashboards (not mandatory)
Ability to work across time zones or manage distributed teams
Descrierea jobului
The Challenge
We’re looking for an experienced and people-oriented Team Leader to guide and support a growing team of Technical Support Specialists. This role requires both strong leadership capabilities and solid technical understanding, particularly in API-based platforms, SaaS tools, and integration workflows. You'll be responsible for people management, daily operations, and quality of service.
Details
Lead, coach, and motivate a team of L1/L2/L3 technical support engineers
Monitor team performance metrics (SLA, CSAT, FRT, resolution rate) and take corrective action as needed
Ensure high-quality support for technical customer requests via tickets, chat, and calls
Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex issues
Act as a technical escalation point when needed
Conduct regular 1:1s, team meetings, and performance reviews
Act as a point of contact for project leads regarding team capacity and delivery timelines
Assist in hiring, onboarding, and continuous training of new team members
Contribute to documentation, processes, and support strategy improvements
What We Offer
Working with new technologies and modern work environment.
Continuous professional development through trainings.
Office and home hybrid working.
Incentives and other bonuses – financial and non-financial.
Referral bonuses.
Extra vacation days.
Private health insurance for you and your family.
Meal tickets.
Various discounts for gym classes & other recreational activities.
Discount for office parking.
Excellent coffee, delicious snacks and drinks at the office.
Social and team-building activities.
An awesome team and a friendly work atmosphere.
IntelligentBee way of working and way of life!
We’re looking for an experienced and people-oriented Team Leader to guide and support a growing team of Technical Support Specialists. This role requires both strong leadership capabilities and solid technical understanding, particularly in API-based platforms, SaaS tools, and integration workflows. You'll be responsible for people management, daily operations, and quality of service.
Details
Lead, coach, and motivate a team of L1/L2/L3 technical support engineers
Monitor team performance metrics (SLA, CSAT, FRT, resolution rate) and take corrective action as needed
Ensure high-quality support for technical customer requests via tickets, chat, and calls
Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex issues
Act as a technical escalation point when needed
Conduct regular 1:1s, team meetings, and performance reviews
Act as a point of contact for project leads regarding team capacity and delivery timelines
Assist in hiring, onboarding, and continuous training of new team members
Contribute to documentation, processes, and support strategy improvements
What We Offer
Working with new technologies and modern work environment.
Continuous professional development through trainings.
Office and home hybrid working.
Incentives and other bonuses – financial and non-financial.
Referral bonuses.
Extra vacation days.
Private health insurance for you and your family.
Meal tickets.
Various discounts for gym classes & other recreational activities.
Discount for office parking.
Excellent coffee, delicious snacks and drinks at the office.
Social and team-building activities.
An awesome team and a friendly work atmosphere.
IntelligentBee way of working and way of life!
Descrierea companiei
IntelligentBee is a 100% Romanian company, but born from a holistic vision, which has created an environment in which a mentality of openness to new ideas and concepts stands out, an environment in which the emphasis is on ownership and leadership. For 12 years, our services have been synonymous with quality, adaptability, responsibility and respect, and we are proud to represent these values to our partners in Europe, the USA and the Middle East. Currently, the 2 divisions (IT and technical support) are active with approximately 100 colleagues, each representing the company's values: happy, humble, hungry and honest.
