Customer Support Team Lead

Bitkernel Technology Inc; São Paulo; Híbrido; BRL 180 000 - 270 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Career development

Collaborative team environment

Flexible Fridays - work from home

Comprehensive benefits

Global opportunities

Pay equity

Resumo da oferta

Goose OTT & BitKernel is seeking a results-driven Team Lead for Customer Service to guide a technical support group in a fast-paced OTT streaming environment. You will mentor junior staff, coordinate live event readiness, and act as the senior escalation point for complex streaming issues.

Collaborating with Engineering, DevOps, and QA, you’ll drive incident response, root-cause analysis, and SLA adherence while ensuring customer satisfaction across B2B/B2C contexts.

Qualificações

• 3+ years in a Team Lead role within Technical Support, Customer Experience, or Service Operations.
• Direct experience in OTT Video Streaming, IPTV, Media Tech, B2B/B2C SaaS, or Telecommunications.
• Solid understanding of video delivery pipelines—protocols (HLS / DASH), CDN distribution, video encoding, DRM frameworks, and multi-device app ecosystems (Smart TVs, Mobile, Web).
• Experience with Zendesk/Freshdesk, Jira/Confluence, and basic network/API troubleshooting (DevTools, Postman).
• Portuguese native and Professional English (C1).

Responsabilidades

• Lead & Mentor: directly manage, coach, and evaluate our Customer Service Sr & Jr team members.
• Master Live Event Readiness: organize shift rotations and on-call contingency plans.
• Level 2/3 Technical Escalation: serve as the senior technical escalation point for complex streaming issues—diagnosing.
• Bridge Support & Engineering: work with Tech support, DevOps, QA, and Software Engineering via Jira to log, track, and eliminate root-cause bugs.
• Manage Incident Protocols: lead crisis communication and transparent B2B client management during major outages or stream degradations.
• Optimize Operations & SLAs: audit ticket workflows (Zendesk/Freshdesk), enforce contract SLAs, and track metrics (FRT, MTTR, CSAT).

Conhecimentos

Team leadership

Mentoring

Technical escalation

Customer service

SLA tracking

Cross-functional collaboration

Ferramentas

Zendesk

Freshdesk

Jira

Confluence

DevTools

Postman

Descrição da oferta de emprego

What You’ll Do

• Lead & Mentor: Directly manage, coach, and evaluate our Customer Service Sr & Jr team members, fostering a customer-obsessed and technically empowered team culture.
• Master Live Event Readiness: Organize shift rotations and on-call contingency plans.
• Level 2/3 Technical Escalation: Serve as the senior technical escalation point for complex streaming issues—diagnosing
• Bridge Support & Engineering: Work hand-in-hand with Tech support, DevOps, QA, and Software Engineering (via Jira) to log, track, and eliminate root-cause bugs.
• Manage Incident Protocols: Lead crisis communication and transparent B2B client management during major system outages or stream degradations.
• Optimize Operations & SLAs: Audit ticket workflows (Zendesk/Freshdesk), enforce contract SLAs, and track operational metrics (FRT, MTTR, CSAT).

What We’re Looking For

• Experience: 3+ years in a Team Lead role within Technical Support, Customer Experience, or Service Operations.
• Industry Background: Direct experience in OTT Video Streaming, IPTV, Media Tech, B2B/B2C SaaS, or Telecommunications.
• Streaming Tech Stack: solid understanding of video delivery pipelines—protocols ( HLS / DASH ), CDN distribution, video encoding, DRM frameworks, and multi-device app ecosystems (Smart TVs, Mobile, Web).
• Tooling Expertise: Deep familiarity with ticketing systems (Zendesk/Freshdesk), issue-tracking platforms (Jira/Confluence), and basic network/API troubleshooting (DevTools, Postman).
• Language: Portuguese Native , Professional English (C1)

Bonus Points (Nice to Have)

• Familiarity with payment gateways and in-app subscription management (Stripe, MercadoPago, Apple/Google IAP).
• Background managing B2B2C support models for enterprise clients.

Why Join Goose OTT & BitKernel?

• Be at the forefront of cloud video streaming technology powering millions of viewers worldwide.
• Dynamic, collaborative, and hands-on environment where your leadership directly impacts client satisfaction and platform stability.
• Flexible working model with global exposure.

Perks & Benefits:

• Career Development Opportunities : Access to learning resources, mentorship, and professional growth.
• Collaborative Team Environment : Engage in team-building activities and thrive in a creative, supportive workplace.
• Great Work Environment: Work from our modern office, with flexibility to work from home on Fridays.
• Comprehensive Benefits : Extensive health & benefits plan, LTD & Life Insurance.
• Global Opportunities : Join a company with international reach and potential for future travel and team-building abroad.
• Pay Equity: We base pay on your experience, location, and internal equity to make sure everyone is compensated fairly and consistently.