Support Team Lead

Location

Leuven, Belgium

Full-time

Company Description

THEOplayer plays a pivotal role in the rapidly evolving online video landscape and is recognized and respected by some of the world’s biggest companies as the go-to video playback solution for streaming content. Having won the 2016 and 2017 Streaming Media Reader's Choice Award for Best Video Player SDK, THEOplayer seeks to continuously deliver the best possible product to its customers. THEOplayer is a fast-growing SaaS company, located in Leuven (Belgium), with a global customer base.

How you'll make a difference

As a Support Team Lead at THEOplayer, you will be responsible for guarding the support process, keep a track on customer SLAs and prioritize accordingly. By working in a structured and organized way, you will help define the processes guiding our customers to a better experience and swift resolution of their issues. Working together with the product team and developers, you will ensure that customer tickets and questions are scheduled in and processed in a timely manner.

Duties & Responsabilities 

  • Guard the support process to uphold customer SLAs.
  • Communicate clearly on incoming issues with the product, development and customer success teams and represent the customer in these discussions.
  • Ensure customer-reported issues are investigated and information is fed back in a timely manner.
  • Assist in prioritization of all incoming requests and distribute amongst the teams accordingly.
  • Maintain our Service Desk platform and accompanying flows.
  • Keep the wheels turning to ensure customers receive solutions on time.

Desired Skills & Experience

  • 3+ years of experience in support teams.
  • Problem solving attitude; want to understand problems, not just classify them.
  • Software-debugging experience and ability to read code.
  • Be able and willing to understand customers use cases.
  • Ability to prioritize and organize.
  • Confident English communicator.
  • Willingness to grow in the role by learning to reproduce customers’ issues or development of simple solutions.

What we offer

  • A versatile full-time job in the animated city Leuven.
  • A competitive salary with plenty of extra benefits.
  • The opportunity to work for an exciting start-up conquering the world.
  • A place to learn and get in touch with the cutting edge of online video.
  • The company itself is doing exceptionally well. For career-motivated people, there will be upward mobility.
  • A stimulating working environment.
  • Nice and passionate colleagues.
  • Flexible hours.
  • Regular and fun team activities.

Does this sound interesting you?

We look forward to hearing from you via careers@theoplayer.com.




Not a Support Team Lead, but open for a career at THEOplayer? We also have the following openings: