Advertiser Frontline Support Technical Team Lead

Taboola, the world's largest content recommendation platform, is hiring a Technical Support Team Lead to lead an amazing advertising support team. In this role, you will lead an India-based team providing 24*7 expert services to Taboola's customers, troubleshooting complex issues related to Taboola Advertiser Platform and technologies. You will collaborate with various teams within the company to ensure that all service level agreements are met and customer satisfaction goals are achieved.

Here are some of the things a support team lead do on a day-to-day basis?

As a lead, your primary responsibility is to inspire and motivate your team to deliver the highest level of results and experiences as per support organization vision. Here are some of the key activities you likely to be engaged in regularly:

What You'll Do:

• Build and lead a World-Class Team: Mentor and develop your team to deliver outstanding customer experiences.
• Own Customer Success: Ensure seamless support operations, meeting SLAs, and exceeding customer expectations.
• Drive Innovation: Analyze performance metrics, identify trends, implement process improvements and make best use of AI. 
• Collaborate Across Teams: Partner with cross-functional teams to optimize support workflows and enhance product capabilities.
• Tackle Complex Challenges: Lead incident response and provide technical guidance to resolve critical issues.

What You'll Need:

Leadership & People Management:

• Proven track record in leading and motivating high-performing support teams.
• Expertise in coaching, mentoring, and developing team members.
• Strong interpersonal and communication skills to build relationships and resolve conflicts.
• Proven experience leading technical support teams in a fast-paced environment.

Technical Proficiency & Problem Solving:

• Deep understanding of technical support operations and metrics.
• Proficiency in Jira, Salesforce, and Tableau for data-driven decision making.
• Strong technical proficiency with SQL, APIs, Kusto, Grafana, BigQuery, and Kibana.
• Strong analytical and problem-solving skills to drive process improvements.

Business Acumen & Customer Focus:

• Experience managing client escalations and maintaining high customer satisfaction.
• Ability to align team efforts with business objectives and SLAs.
• Passion for delivering exceptional customer experiences.
• Ability to thrive in a dynamic, collaborative environment.

Industry Knowledge:

• Proven experience in the ad-tech industry.
• Understanding of industry trends and best practices in technical support function. 

Additional Requirements:

• Minimum 6+ years of experience in technical support domain, with 2+ years in team management experience
• Experience in managing complex projects and meeting deadlines.

What is Taboola?

Taboola is the world’s leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web’s most innovative publisher sites, including the BBC, Axel Springer, LeFigaro, Evening Standard, NBC, USA Today and more!

Since our inception in 2007, Taboola’s team of ninja-like engineers and digital media experts has built the world’s largest and most advanced discovery platform – or “search engine just the other way around” – that provides more than a billion users each month with personalized recommendations on many of the most innovative and most visited websites on the internet.

Thousands of leading publishers (e.g. India today, Zee, NDTV) and media agencies use Taboola’s innovative technology to increase user engagement, monetize their traffic and distribute content to committed users on the web.

Today there are more than 2,000 taboolars around the world (and the number is growing) connecting users to content they might like but didn’t know existed. We have offices in New York, Los Angeles, London, Berlin, Paris, Tel Aviv, New Delhi, São Paulo, Shanghai, Tokyo and Bangkok

If this sounds like an interesting opportunity, hit (easy) apply!
All shortlisted candidates will be contacted.

Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.