Product Support Lead (m/f/d)

About Kayzen

Kayzen is the future of mobile marketing — building software that allows mobile app developers to connect with their users. 

We are a B2B SaaS platform that allows companies to run mobile programmatic marketing in-house.

Programmatic marketing, put simply, is the process of automating the buying and selling of digital ads in real-time. Programmatic in-housing takes this one step further by allowing advertisers to fully own the technology stack and skills required in this process.

Programmatic in-housing is still in its early days of adoption in the mobile advertising market. This is where we have an impact!

The Team

You will work with a carefully selected, diverse and globally distributed team from customer success, engineering, data science, design, product and more. We are highly motivated and aligned in our quest to disrupt the multi-billion dollar ad-tech industry.

We would like you to be part of our journey, as our Product Support Lead (m/f/d).

The Role

As our first Product Support Lead, you will report directly to our Chief of Staff. You will be working closely with our product team and customer success team as well as external clients. Your primary focus will be to hire, train and grow the Support team at Kayzen, both for internal stakeholders and external customers. Apart from your primary focus, we expect you to have a growth mindset on contributing to Kayzen’s success.

Since our Chief of Staff is based in Berlin and other key customer success team members are located globally, we are open to a remote setup for this position.

Responsibilities

• Take over and further build a team to manage all support aspects of the Kayzen platform, including training, defining SLAs, KPIs and managing performance against defined KPIs

• Project manage our response to all complex internal technical escalations, acting as the single point of contact to ensure stakeholders are in the loop and issues are resolved

• Organize and own our first response to self-serve customers using our platform user interface (SLAs)

• Build standards, best practices, documentation and guidelines that ensure customers get an excellent support experience 

• Provide regular and high-level technical issue updates to both product and customer success teams that serve as input to improve our product (roadmap input)

• Manage and develop tools to automate our support desk as much as possible 

Key Qualifications

• Bachelor’s degree in an analytical or technical field

• 3+ years of experience, preferably in charge of support operations 

• 1-3 years of previous managerial experience is highly desirable

• Ad-tech industry experience is highly desirable

• A willingness to dive deep, challenge the status quo and get things done

• Attention to detail, data accuracy, and quality of output

• Strong analytical and troubleshooting skills 

• Strong communication skills, both written and verbal

• Excellent problem-solving skills

• Being passionate about creating great products and experiences for our customers

What do we offer?

• Exceptional career growth and learning opportunity 

• A unique opportunity to be part of an experienced team of industry experts and entrepreneurs who bring massive change to the mobile advertising market 

• A high degree of responsibility and independence

• Direct, day-to-day work experience with the management

• A fun, driven, and a multinational team located across Germany, India, Argentina, Ukraine and soon more countries

• A flexible work-from-home arrangement

• A 500 USD budget to improve your home office settings

• A 1000 USD annual learning and development budget to help you grow

• Office exchange program allowing you to work from another Kayzen office for 1 month