AR
Ants Tech RecruitersTech Lead
Tech Lead at Viewer Labs designing and developing data - driven marketing products for gaming. Oversee technology decisions and manage remote development while building internal tech team.
About the role
- Implement Tools & Technologies: Support the rollout and configuration of new customer support tools, technologies, and initiatives to improve efficiency and service quality.
- Drive Automation & Innovation: Identify and implement opportunities for automation, self-service, and AI-powered solutions to reduce manual effort and enhance the customer experience.
- Partner with Support Teams: Work closely with L1 and L2 support teams to gather feedback, understand operational pain points, and propose process and tooling improvements.
- Data Collection & Analysis: Analyze customer support data across channels (Slack, email, chat, etc.) including ticket volumes, response times, resolution rates, and customer feedback to derive insights.
- Root Cause Analysis: Investigate recurring issues to uncover root causes and recommend long-term process or tooling improvements to reduce customer friction.
- Reporting & Visualization: Create reports, dashboards, and visualizations to monitor support trends, bottlenecks, performance metrics, and team productivity.
- Standardize Processes: Develop and maintain SOPs and best practices to enable consistent, scalable support operations across regions and use cases.
- Cross-functional Collaboration: Liaise with Product, Customer Success, Sales, and Engineering teams to ensure support operations are aligned with broader business goals.
- Monitor KPIs: Track and report on key performance indicators related to customer satisfaction, support quality, and operational efficiency.
- Enable Support Teams: Train and support the support teams on tools, data analysis, new processes, and system best practices.
- Own Support Architecture: Manage and maintain documentation of the support tool stack, data flows, integrations, and architecture.
Requirements
- 3–5 years of experience in Support Operations, Technical Support, Business Operations, or a similar role in a B2B SaaS environment.
- Strong skills in JavaScript/Node.js, Python, or TypeScript,
- Experience with REST APIs, webhooks, and third-party integrations (CRM, ticketing, bots, etc.).
- Hands-on experience with workflow automation tools such as Make, Zapier, n8n, or similar.
- Familiarity with customer support tools (Zendesk, Freshdesk, Intercom, DevRev, etc.).
- Knowledge of cloud platforms (AWS or GCP) and containerization/orchestration (Docker, Kubernetes)
- Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.
- Proficiency with data analysis tools such as Excel, SQL, Looker, BigQuery, or equivalent.
- Demonstrated experience with AI/ML technologies and integrating AI into development workflows.
- Excellent communication and interpersonal skills for effective cross-functional collaboration.
- Deep understanding of SaaS support metrics, KPIs, and industry best practices.
- Strong analytical and problem-solving skills with the ability to translate data into meaningful insights.
- Strong project management skills and the ability to drive process improvements and cross-team initiatives.
- Proactive, organized, and self-driven—able to manage multiple priorities in a fast-paced, high-growth environment.
Job title
Job type
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Not specified
Degree requirement
Tech skills
Location requirements
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