< Back to results

Regional Support Team Lead

Permutive / New York / Technical Services
This job post has now expired. Please see the other Permutive jobs available.
Job Overview

Permutive is looking for an empathetic Regional Team Lead with strong technical skills to join and manage our growing Customer Support team in the US. You will develop and coach your team to success while ensuring we continue to offer world-class support to our customers through quick and sound responses to queries and issues. You will be supporting products that transform the way publishers make money and help to transform the way engineering builds software on the edge.

About the team...

The Support team is divided into 2 tiers and works directly with our customers across the globe. We aim to delight our users with friendly and personalized support while gathering feedback to drive improvements to our products. You'll work closely with every part of the organization including Product, Engineering, and Customer Success to help scale Permutive globally.

What you will do...

  • Be the primary escalation point for the US Support team.
  • Provide Quality Assurance (QA) and feedback to the team on their work.
  • Contribute to the ongoing learning and success of the team by sharing knowledge through mentorship and collaboration.
  • Aid with the continuous improvement of Support Operations (responsible for meeting Service Led Agreements (SLAs), and writing documentation) and be part of a team that is a key stakeholder for our product and engineering teams in driving our roadmap.
  • Triage incoming requests and spot trends in customer issues to flag for the wider team.
  • Work with the product development team to test new features and bug fixes and surface meaningful customer feedback.
  • Drive and help shape our support processes within the company, working with Technical Operations (L2) and other members of the Service Operations team.
  • Train our customers and internal teams on product features and best practices.

We’d love to hear from you if you have…

  • Strong leadership experience and a passion for supporting and developing others.
  • The ability to articulate complex thoughts; one moment you may be having a technical discussion with an engineer about the product implications of a new feature, before working directly with a non-technical customer to fix a problem.
  • An understanding of the web and how it works; while you're not necessarily writing and deploying your own JavaScript-based, CSS-heavy responsive sites, you're also not afraid of the technology.
  • Great time management and prioritization skills, as things move quickly in this environment and it’s crucial that you are able to react to new information and re-prioritize accordingly.
  • Operational awareness; a sense of the big picture in any organization you inhabit, how team members’ individual goals contribute to that, and how you can help team members navigate best within the big picture.

We'd be particularly excited if you have...

  • Experience in the adech or martech space.
  • Experience writing customer-facing articles or support content.
Interview Process
  • Initial interview : 60 minutes with our UK Service Operations Team Lead
    • Tech test - communications, HTML/CSS/SQL via GitHub (which you can set up for free here)
  • Second interview: 90-minute panel interview with a member of the Service Operations team
  • Third interview: 60-minute panel interview lead by the Tech Operations team
  • A 30-minute values interview
  • Final interview - 90 minute conversation lead by the Head of Support and the UK based Service Operations Team Lead

Latest Jobs at Permutive

Permutive Overview

Permutive is the only publisher data platform built on edge computing. We enable publishers to increase their data driven advertising revenue and make revenue diversification a reality, whilst keeping user privacy at the heart of our technology. Some of our customers include BuzzFeed, Business Insider, The Economist, Condé Nast International, Immediate Media and Burda Forward

Website Twitter LinkedIn Archive

Visit Permutive Careers Page (opens new tab)
Permutive Jobs by Location

Check below to see all of the open Permutive jobs organised by office location.

London (8)

New York (7)

Permutive Jobs by Team

Check below to see all of the open Permutive jobs organised by team.

Client Services & Strategy (1)

Engineering & Modelling (4)

Marketing & Communications (1)

Partnerships (1)

Product & Design (3)

Sales & Sales Support (3)

Technical Services (2)