Team Lead, Platform Operations (Cloud Support)

<div class="content-intro"><p>Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world. </p></div><p>Cloudways - A DigitalOcean.Com Company is hiring for people who wish to grow in a dynamic Technical Support environment. Our ideal candidate is a customer focused individual that leverages his/her technical expertise for giving best support that benefits our users. Above all, we need individuals who are enthusiastic about working in a fast-paced, highly dynamic, and rewarding cross-functional setting.</p> <h2><strong>What You’ll Be Doing:</strong></h2> <ul> <li>Lead the shift of junior and mid level Engineers, you would be responsible for the team to provide world class support and solutions to our customers through tickets Live chat.</li> <li>Be the last technical resort for your shift.</li> <li>Demonstrate strong teamwork in a 24/7 environment, with flexibility in rotating shifts, including nights, weekends, public holidays</li> <li>Randomly review team chats apart from Bad CSAT to uphold customer quality</li> <li>Maintain ranking of the team members</li> <li>Manage your shift (prioritization, control, escalation). Monitor and Improve Shift efficiency and quality. </li> <li>Ensure excellent customer experience by keeping close eyes on every individual’s response in your shift, jump in by identifying the complexity and stressful situations. </li> <li>Monitor and fix shift’s load / role rotation (delegate tasks between team members)</li> <li>Manage resources to perform expectations via tracking and maintaining individual performance metrics, chats ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLAs are met</li> <li>Ownership of important support KPIs and most importantly customer satisfaction. Responsible for key performance metrics ensuring customer satisfaction (CSAT, Average Chat handling time, tagging, queue Management, queue waiting time)</li> <li>Be able to identify complex cloudways infrastructure issues/bugs and provide immediate response/remediation/ and escalation for incidents by team members during the shift</li> <li>Conduct regular team meetings as well as one-on-one sessions with team members under the RCAs given on Bad rated chats as per your analysis and feedback given on Playvox by seniors / QA</li> <li>Ensure knowledge distribution between team members.</li> <li>Gather feedback on a monthly basis from trenches to identify processes which could be automated within the current operations that can save time for your team.</li> <li>Communicate effectively with managers to identify customer pain points highlighted by your team and propose areas for improvement.</li> <li>Share daily summary of your team by maintaining shift logs</li> <li>Maintain employee shift schedules and their leaves ensuring adequate resource coverage at all times</li> <li>24 x 7 availability to work with the team in addressing incidents/outages where leadership is required.</li> <li>Play a strong role in onboarding and training of new PO members. Ensure new joinings are trained well.</li> <li>Provide encouragement to team members, including helping the PO management setting and communicating team goals and assist in suggesting the right set of training for the newcomers.</li> </ul> <h2><strong>What You'll Add to DigitalOcean:</strong></h2> <ul> <li>Graduate or equivalent. Bachelor’s degree in Engineering, Computer Science, MIS, or related Technology degree preferred.</li> <li>Work experience in a similar environment. A good understanding of the IT industry and Hosting wit ... (truncated, view full listing at source)