Customer Support Team Lead

BitKernel Technology Inc Customer Support Team Lead

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).

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)

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

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.

📩 Ready to shape the future of streaming? Apply now or send your CV directly to us!

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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.

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