Support Team Lead
Il y a 2 mois
At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.
We successfully raised 80 million in series of B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 560 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector?
**What you will do**:
We are looking for a **Support Team Lead** who is passionate about leading, growing and nurturing a team that is responsible for both technical and second line support within our company.
**Where you will have impact**:
- Manage a team of support engineers and provide guidance to increase the efficiency, stability and maintainability of our support processes;
- Plan and prioritise initiatives within the support team in close collaboration with senior members of the team. Challenge and propose new initiatives, engage in roadmap discussions;
- Continuously look for ways to improve the support processes within your team, e.g. on how the support team is contacted, how issues are handled, how issues are followed up, how technical onboarding can be improved, what tools we use within the support team,;
- Regularly follow up with team members and help them grow and develop within the organisation, take part in various talent enablement conversations throughout the year and resolve employee grievances;
- Assist with the onboarding of new joiners and engage in the recruitment process for new hires in your or other teams;
- Jump in and assist with support work when required, leading by example and demonstrating a willingness to get your hands dirty to ensure that the team is successful.
**About our team**:
The Lighthouse support team's mission is to provide unparalleled technical assistance to both customers and employees, fostering a collaborative and thriving work environment. We serve as the cornerstone of technical support, facilitating smooth operations, addressing hardware-related challenges, and maintaining a robust support network. Our commitment lies in delivering prompt and effective solutions, ensuring uninterrupted service for customer-facing teams, and enhancing the efficiency of engineering teams. We nurture best practices and create a culture of continuous improvement in support services, empowering the broader organisation to focus on innovation and excellence.
**Technologies you’ll work with**:
MDM - Jamf
G suite
Office 365
Unify network management
Python code for resolving issues
Atlassian tools such as Confluence and Jira
And many more tools that address business needs
**What’s in it for you**:
- A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
- Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
- A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded, and passionate about what they do
- Workshops and frameworks that help employees realise their full career potential
- A mandate to operationalize and democratise research through tools, training, and processes
- The opportunity to shape the products that more than 85,000 users rely on worldwide
- A mobility approach that fits your personal situation, with a mobility budget or company car
- Extensive health insurance packages for you and your dependents prioritising our employees' holistic well-being and healthcare needs
- Private pension funding through group insurance
- A compensation that values your work and which we will proactively keep competitive
- A referral bonus scheme when you bring new talent to our #bestteamever
**Who you are**:
- 3+ years experience in either a support or software development role;
- At least 1 year of experience in a people management role;
- You have good communication skills, both written and verbal, with the ability to effectively communicate technical and non-technical information.
- You are a problem solver and are able to get to the root of a given problem;
- You like to challenge the status quo.
- You drive projects proactively and effectively, ensuring that deadlines are met and goals are achieved.
- You have a proven track record of delegating tasks and responsibilities effectively, ensuring that team members are empowered to deliver their best work.
- Excellent follow-up skills, with a demonstrated ability to track tasks and pain points, and ensure th
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