Technical Support Team Leader

5 days ago

Istanbul, Istanbul, Turkey Karel Full time ₺120,000 - ₺240,000 per year

Karel is one of the largest publicly traded technology companies and the 4th largest telecommunications company in Turkey. We are looking for a leader that will own our Technical Support Operations. Our mission is to increase technology adoption, leverage digital tools, and strengthen Karel's presence in the market.

In this role, you will manage a diverse team of technical support staff responsible from multiple digital and physical technological products. You will focus on creating a center of excellence within the organization through increasing product related know-how within the team, positioning suitable profiles for each product, creating well designed processes and cooperating with other teams to improve digital management of processes. You will collaborate with sales channels (agency and direct to consumer) technical product management teams, transformation teams and marketing to ensure business alignment and deliver seamless processes.

Job Description

1. Operational Leadership

  • Lead daily operations of the technical support call center team
  • Establish best practice support processes to identify root causes and related demand handling steps
  • Identify improvement areas, create roadmaps to address them
  • Establish proper reporting and regular analysis processes to determine team and agency performance. Update and monitör KPIs and SLA targets.
  • Handle customer requests related to cloud communication solutions, internet, and voice infrastructure
  • Prepare reports and provide regular updates to senior management

2. Team & Training Development

  • Identify training needs of team members and organize technical/communication trainings
  • Document training processes to ensure continuous development
  • Maintain team motivation and coordinate development plans
  • Conduct performance evaluations to identify strengths and improvement areas

3. Product & Process Development

  • Analyze customer support requests for products and, when necessary, communicate with product groups
  • Build processes and infrastructure to enable customer requests to be handled via self-service methods (IVR, knowledge base, chatbot, etc.)
  • Hold regular meetings with product groups to share customer and field feedback
  • Contribute to product development and improvement by highlighting customer needs and product gaps

Skills & Qualifications

  • Minimum 7 years of experience in a technical team leadership position, preferable in a corporate setting
  • Knowledge and experience in
    cloud solutions, internet infrastructure, and voice infrastructure
    (VoIP, SIP, PBX, Cloud PBX, etc.) or any other related technology.
  • Highly motivated by working on technological products and a fast learner
  • Strong understanding of call center performance metrics (SLA, FCR, AHT, CSAT)
  • Excellent communication and people management skills with a customer-centric mindset
  • Preferably familiar with ITIL processes and standards such as ISO 27001

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