.At Bloq.It, we've created the world's leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable. We're quickly expanding, and after growing at 1000% for three years in a row, we're now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe. We're now looking for a new #bloqstar to join us as a Product Support Team Lead. We're looking for someone who has experience working with edge computing or IoT hardware, and is passionate about providing top-notch support to our users, clients and partners. What will be your responsibilities: Perform performance reviews and manage day-to-day activities of the B2B Technical Support team; Lead training sessions and serve as the primary resource for supporting agents; Provide constructive feedback to Product and Engineering teams based on support insights; Conduct interviews for new candidates and roles on an ongoing basis; Configure tools and systems to optimize support workflows and guarantee partners SLA compliance; Document technical issues and solutions in the internal knowledge base system; Continuously provide feedback and improve internal processes with focus on efficiency and service quality; Implement or improve workflows and guidelines, implement best practices and solutions in the internal knowledge base system; Ensure the well-being of our Bloqstar Support team! What are the requirements to join us in this position: Proven experience in technical support with computer hardware, IoT devices, electronics, Networks and Operating Systems; Great critical thinking& problem-solving skills to tackle complex support issues and implement solutions; Proficiency with various support platforms, ticketing systems, service management and asset management tools; Customer service skillsand patience to handle diverse technical knowledge levels; Keen eye for inefficiencies, drive to contribute to process improvements and implement best practices; Fluent in English, withPortuguese as an advantage. Helping to bridge the gap between technical speak and user-friendly explanations; Familiarity with Linux systems and the command line (CLI), a plus for troubleshooting and advanced configurations. Extra valued skills: Previous leadership or technical training experience, demonstrating the ability to guide or mentor team members; Experience in developing and optimizing support processes; Previous work experience in a startup or scale-up environment; French, Italian, Germanor Czech language proficiency. What will you get if you join us in this position: The opportunity to join our Support team and play a pivotal role in providing top notch support to our clients and contributing to innovative solutions that redefine Bloq
