Position Summary

This person will be responsible for managing a global team of Team Leads and Support Engineers and will own the Escalations through its resolution. You will collaborate with various teams including Product, Operations, and Engineering. You will build processes and systems to manage technical inquiries/escalations and will need to ensure customer satisfaction while maintaining SLA’s, enhancing efficiency, reducing contact rates, expanding self-service tools, and reducing escalations. 

You are a leader who has grown team members to the next level with a proven record of high level of engagement and minimal attrition.  This position requires strong  customer service skills, a technical background, and 3+ years managing technical support teams.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 4000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. 

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

In this role, you will be responsible for:

• Lead efforts to hire, develop, and build a technical support team globally.
• Engage with Tipalti’s top tier clients and manage their ongoing support needs.
• Act as a point of escalation for issues raised by customers, team and tipalti leadership.
• Collaborate with our Product and Engineering teams to help resolve complex technical issues, document product bugs, and help influence our product road-map.
• Act as a liaison between Engineering, Customer Success, and Sales on product and service issues affecting our customers, including driving key customer escalations.
• Effectively participate in the product release cycle to ensure that support readiness requirements are met for new products and that the support staff are well trained and informed on the company’s products and services.
• Drive daily case management from triage to resolution, and ensure customer feedback leads to enhanced customer experiences.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Empower and educate our clients to detect and resolve technical issues (self-service).
• Define and track key performance indicators (e.g. CSA, Ticket Management) for projects and customer accounts, supporting program oversight and management.
• Scale and Drive change in alignment with Customer and Tipalti’s business needs
• Unify data from various sources (e.g. Zendesk, Salesforce, JIRA) and conduct analysis to generate actionable insights for leadership.
• Develop, maintain, and publish support operations business intelligence dashboards.
• Manage time-tracking software for accurate analysis of project and resource allocations

About you 

• Bachelor's degree from an accredited university or college.
• 10+ years’ of experience in an engineering, operations support position, with 5+ years’ of experience managing and leading a team.
• Scaled Omni-Channel Support Teams globally for a $200M+ Business with AI, Answer Bots etc..
• Strong technical and analytical problem solving skills to extract data (e.g. read and write SQL), investigate / troubleshoot a reported technical issue and perform root cause analysis.
• Familiarity with ERP tools like NetSuite, QuickBooks, Sage, MS Dynamics, etc.
• Lead and Scaled Managed Services business, would be a Plus 
• Familiarity with CRM Tools (Zendesk, ChurnZero, Salesforce, JIRA, Glean etc.) and analytical tools (PowerBI, Excel, Google Sheets, etc.)
• Exposure to Accounting, Finance, Payments, Banking, and FinTech industries preferred.
• Ability to motivate a team and encourage them to proactively seek out process improvements (Innovation / AI).
• Strong verbal and written communication skills.

Our benefits package includes:

• Hybrid working model that requires you to be in the Plano office on  Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching 401K
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• 15 days of PTO
• Free lunch on office days
• Fresh fruit, snacks & drinks in office
• Phone/internet allowance 
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture 

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