ABOUT THE JOB We seek a dynamic Head of Support to lead and elevate our global technical support operations. This role perfectly combines technical expertise, strategic leadership, and customer-centric problem-solving . You will ensure seamless issue resolution, optimize support processes and foster cross-functional collaboration to enhance customer experience. Beyond managing escalations and troubleshooting complex technical issues, you’ll be key in streamlining support workflows, improving response times, and ensuring customer success . Your leadership will directly influence how we support our clients, helping them maximize their technology stack and achieve their business goals. YOUR DAY-TO-DAY Lead, mentor, and develop a high-performing technical support team, fostering a culture of learning and excellence. Define and optimize support processes, best practices, and documentation to drive efficiency and scalability. Establish and track KPIs, metrics, and reporting systems to improve performance and customer satisfaction continuously. Act as a strategic bridge between Support, Product, Engineering, and Customer Success teams to ensure customer feedback drives meaningful improvements. Oversee the support ticketing system , ensuring proper prioritization, resource allocation, and resolution tracking. Triage and escalate critical issues directly to R&D while maintaining clear documentation and management updates. Develop new tools and solutions to enhance workflows and the customer support experience. Improve customer experience by refining response times, resolution rates, and satisfaction metrics. Manage customer integrations , proactively identifying solutions to optimize their use of our technology.
4+ years of experience in Product Support, Technical Support, or Technical Account Management. Proven leadership experience , including mentoring and developing high-performing technical teams. Strong troubleshooting and analytical skills , with a proactive and solutions-oriented mindset. Deep expertise in AdTech , including programmatic advertising and ad-serving technologies (mandatory). Hands-on technical experience , including former Tier 3 support or QA, with proficiency in HTML/JavaScript debugging and troubleshooting. Solid understanding of REST APIs and experience with MySQL or similar database frameworks. Exceptional communication skills (English, written and verbal), with the ability to collaborate across departments and influence key stakeholders. Customer-first mentality , ensuring a seamless and efficient support experience.
If you don’t meet all of the above, that’s okay! We believe in hiring people with a passion to learn, grow and take on our exciting space. Ready to be the hero our digital world needs?
GeoEdge is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status.
