Ventrata is excited to announce we are recruiting for a passionate Technical Support Team Leader. If you like working in a team where people take care of each other, people are honest with each other, where we give honest feedback and we receive honest feedback, we might have a great job for you.
The position of Technical Support Team Leader reports to the Technical Support Manager and assists the manager with ensuring the quality of support services available to our customers. While leading the team, the Team Leader is expected to remain hands-on and contribute to the issue-solving process.
About Ventrata
Founded in late 2016, Ventrata is an enterprise ticketing platform designed for high-volume attraction, tour, and activity operators. Our all-in-one platform powers online, in-person, & third-party sales, and provides robust functionality around resource management, hardware integrations, and 24/7 live support. Ventrata's solutions are trusted by some of the biggest names in the industry: Big Bus Tours, Sightseeing Pass, Tootbus, Historic Tours of America, Boston Duck Tours, Pilsner Urquell Experience, Fat Tire Tours, Museum of Illusions, multiple Gray Line and City Sightseeing operators.
Despite the challenging environment, Ventrata continues to grow in double digits. During the global pandemic, many attractions have restructured and upgraded their technology. In 2023 Ventrata sold 21,675,439 tickets which was a 60% increase compared to 2022 and we have expanded to 57 countries, covering 29% of the globe, reflecting our growing global footprint.
Ventrata has been profitable since 2018 and holds substantial private backing. There have been two successful rounds of funding prior to coronavirus. No funding has been required to maintain operations through the period. Our team is based in Czechia, UK, Austria, Spain, Portugal, Slovakia, Croatia, Nigeria, Canada and the US.
What you will be doing
The world of ticketing requires effective, live, and fast support 24/7. You will be responsible for assisting the support manager with key responsibilities to ensure delivering exceptional customer experience. You will be expected to oversee day-to-day technical support operations and ensure the technical support team has all the tools and support to do exceptional work and keep the customers happy.
Responsibilities
- Leading a team of technical support specialists (assist the team in their daily tasks and challenges, ensure consistent high-quality service by encouraging best practices, monitor workflows, ensure all communications align with the company’s values, provide live feedback to team members, and maintain a strong customer focus)
- Acting as an escalation point (serve as the primary escalation contact, supervise the resolution of technical issues)
- Assisting the support manager (taking an active part in creating process improvements, and supporting administrative tasks)
- Hiring & onboarding (take part in recruiting activities and conducting job interviews, facilitate onboarding and training of new hires)
- Performing regular Quality Control (perform regular quality reviews and checks of customer communication)
- Monitoring & Reporting (analyse and report support metrics, key deliverables, and goals to measure the effectiveness, and evaluate the team’s and team members’ performance)
Requirements
- Critical thinker (a curious mind, a fast learner with analytical and problem-solving skills, common sense is a must)
- Technical Skills (a proactive approach to identifying and addressing issues)
- Previous experience in management or team lead roles (demonstrated ability to lead, motivate, and manage a multicultural team across multiple regions)
- Previous experience in technical/customer support roles (demonstrated technical skills with a proactive approach to identifying and addressing issues)
- Ability to understand others' experiences and needs (consideration for others, optimism, creativity, friendliness, responsibility, building strong interpersonal relationships)
- Ability to work in a team (contribute with active and open communication, idea sharing, creating a positive and collaborative team environment)
- Great organizational skills (attention to detail, ability to execute strategies and communicate changes, understanding of priorities)
- A passion (staying current with industry trends and continuously improving processes, strong customer-oriented approach)
- C1 English level (additional language is a plus)
Benefits
- We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us.
- Unlimited paid holiday days.
- Scale-up working environment.
- WFH or work remotely.
- Team buildings and company retreats. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, Greece and France. We also enjoy a spontaneous beer after work or any sports activity.
- Offices in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :)
- Young and passionate team - the ‘Ventrata family”.
- Refreshments and delicious coffee in the office area.
- Hardware/ remote setup package.
- Competitive salary and regular salary revaluation.
- Bonuses based on company performance.
Does it sound crazy enough? Send us your CV in English and join us!
