At Gorilla, we’re not just watching the world change—we’re making it happen! 🌍⚡ We provide cutting-edge data services to energy companies, helping them tackle climate change while keeping the lights on. As a B2B SaaS scale-up, we’re here to make a big impact and have some fun along the way.

Your Mission

As the Team Lead Support, you will be at the forefront of our support operations, ensuring efficient and transparent resolutions. You will manage a small, globally dispersed team, dedicated to delivering exceptional support and maintaining stellar customer satisfaction. This role is pivotal in integrating cutting-edge AI technologies to revolutionize our support processes and drive efficiency.

Key Responsibilities

Manage and Grow the Support Team

• Mentor & Lead: Guide a talented, globally dispersed team with inspiration and vision.
• Performance Excellence: Conduct insightful performance reviews, set ambitious goals, and spearhead hiring efforts.
• Empower Through Training: Develop dynamic training plans backed by our robust L&D budget and coaching resources.
• Innovate with AI: Identify and implement AI tools to enhance team workflows.

Optimize Support Operations and Collaboration

• Swift Resolutions: Ensure quick, transparent resolution of support issues.
• Performance Metrics: Track and report key performance indicators like first response time, resolution time, SLA compliance, and CSAT.
• Cross-Functional Synergy: Collaborate bi-weekly with other departments on impactful projects.
• Policy Influence: Shape and define customer service policies and procedures.
• AI Integration: Leverage AI technologies to automate tasks, boost data analysis, and improve customer interactions.

Champion Company Culture and Values

• Live Our Values: Embody and promote our core values: vulnerability, openness to criticism, ownership, teamwork, and integrity.
• Foster Growth: Cultivate a culture of feedback, high standards, and servant leadership.
• Ethical Excellence: Ensure a strong work ethic, honesty, and proactive problem-solving within the team.
• Innovate Continuously: Encourage the use of AI-driven tools to maintain a forward-thinking and innovative team culture.

Your Superpowers

Communication, Adaptability, and People Management:

• Exceptional Communication: Articulate, clear, and inspiring in every interaction.
• Adaptability: Thrive in a fast-paced, dynamic environment.
• Leadership Excellence: Proven experience in team management and mentorship.

Problem-Solving, Technical Knowledge, and AI Integration:

• Analytical Prowess: Strong analytical skills to tackle complex issues.
• Technical Expertise: Proficiency with Atlassian JIRA Service Desk, Opsgenie, Slack, AWS, New Relic, and Planhat.
• AI Savvy: Experience with AI technologies and a knack for integrating them into support processes.

Operational Excellence

• Process Improvement: Ability to build, implement, and enhance processes with precision and efficiency.
• Automation Wizard: Experience in automating workflows and leveraging AI for operational enhancement.

Benefits

You become part of an ambitious organization and an enthusiastic team with a mindset to win! As Gorilla is growing at an incredible pace, you can leave your mark - growing alongside Gorilla.

We actively challenge ourselves and our colleagues, to always improve our skills, methodology, and capabilities. Lifelong learning is essentially embedded in our organization, and we care about your dreams and ambitions, beyond just work.

On top of that, our remuneration approach is clear and no-nonsense, just like our feedback culture and personal development approach.

If you're passionate about creating an exceptional workplace environment and possess the skills and experience outlined above, we'd love to hear from you.