Technical Support (API) - Team Lead
Join our team at Foundever!
We are seeking a Customer Service Professional who is passionate about fashion, quality-focused, and experienced in using customer service platforms such as Salesforce and Microsoft Office. This role is essential for delivering an exceptional customer experience across all interactions, managing a variety of communication channels (phone, email, chat, and WhatsApp) with agility and efficiency.
About the role:
We are looking for an experienced leader to manage and guide our technical support team in delivering scalable API solutions and troubleshooting complex issues. You will be responsible for overseeing escalations, leading a team of technical support engineers, and collaborating with engineering teams to ensure high-quality solutions. If you have a strong background in API solutions and a passion for team leadership, we would love to hear from you!
Your daily tasks:
- Team Leadership: Manage, mentor, and develop a team of technical support engineers, setting performance goals and ensuring continious growth.
- Escalation Management: Lead complex technical issue escalations and ensure timely, efficient resolutions in collaboration with engineering teams;
- Process Improvement: Evaluate and optimize internal processes to enhance team efficiency, quality, and customer satisfaction;
- Reporting: Generate regular performance reports and use insights to drive product improvements and enhance support operations.
What do we expect from you?
- Language: Proficiency in English (C1);
- Experience:
- 3+ years in technical support or engineering, with 1+ years in a leadership or management role;
- strong experience in managing B2B SaaS product support, especially API-based solutions.
- Deep understanding of REST APIs, GraphQL APIs, and Single Sing-On (OAuth, SAML, SCIM)
- Skills:
- Strong troubleshooting skills using advanced tools like Chrome Dev Tools, network monitoring and error-tracking systems
- Expertise in API integrations, microservices architecture, and cloud technologies
- Solid knowledge of performance optimization, security protocols, and web services (HTTP, JSON, XML)
- Exceptional leadership skills with the ability to motivate, develop, and guide a technical team
Advantages will be:
- Highly analytical and detail-oriented, with a strong ability to problem-solve and implement improvements.
- Excellent communication and interpersonal skills to build strong relationships with both the team and clients.
Working conditions:
- Type of contract you choose yourself (freelance contract for students or employment contract);
- Basic salary + bonuses;
- Relocation bonus;
- Work environment: Office in Warsaw Mokotów
- Co-financing for glasses and holidays, employee referral program, vouchers for various occasions (Christmas, Childrens Day, etc.);
- We offer private Medicover insurance;
- Multisport card available, as well as an internal Everbetter program to promote a healthy lifestyle;
- Professional development through training and cross-location cooperation at the international level.
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.