Application Support Team Lead

Type of employment: Permanent Full time/ Part time (40 hours a week)

Location: Remote / Hybrid

About ZigZag Global
We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pull&Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.

Person’s profile

We are in search of an Application Support Team Lead who resonates with our Purpose, Vision, and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued.

The position of Technical Support Team Leader requires you to demonstrate a level of understanding with the ZigZag Global platform to allow you to effectively lead the Technical Support team to resolve client cases within an agreed SLA. You must show willingness to work on various tasks in a dynamic company and pay attention simultaneously to multiple tools as well as be able to multitask and keep deadlines. The role of the Technical Support Team Lead involves supervising the day-to-day activities of the technical support team and organize work, build reports, handle escalations, and help with ad hoc projects, and training.

Requirements

What you’ll be doing

• Resource planning, to ensure the correct amount of coverage is scheduled to support business needs.
• Recruit and onboard new Technical Support team members.
• Assist in the creation of the team KPIs as well as monitor and report on results.
• Ensure your people are consistently delivering excellent Technical Support each time by measuring your team through KPI’s and SLA’s.
• Reporting on Team KPIs to the wider stakeholders; this may include documentation to summarize performance or presenting to specific working groups.
• Set clear objectives, coach & provide feedback, evaluate progress, and instill a high-performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues.
• Work with peers & other Team Leads across the department to find improvements to People or processes to help drive efficiencies within the team and business growth.
• Ensure all escalated issues to level 3 and product managers are clearly communicated and properly investigated for a fast resolution.
• Review and ensure that all technical support related processes are properly documented and trained out for continuous improvement.
• Collaborate closely with cross-functional teams, including developers, quality assurance, and product managers, to address and escalate complex technical issues, influence product improvements, and optimize system performance.
• Lead the response to critical incidents, driving resolution efforts to minimize downtime and prevent recurrences.
• Proactively monitor application performance, identify potential bottlenecks, and recommend advanced optimizations to enhance system efficiency.
• Responsible for promptly identifying, classifying, investigating, communicating and resolving technical incidents, ensuring adherence to service level agreements (SLAs) and effective communication with stakeholders.
• Confidently and effectively communicate with clients during escalated issues their ensuring clarity and reassurance throughout the resolution process.

What you’ll need to be successful

• Proficiency in one or more programming languages, such as C++, C#, Python, or Java.
• You have experience in monitoring a Technical Support team’s performance to meet and report on KPI’s and SLA’s
• You have experience leading teams, hiring and team development including coaching your team members to achieve their full potential.
• Passionate about mentoring and coaching individuals so that they can grow, develop and be success in their roles.
• You have solid stakeholder management skills and feel confident presenting complex processes to other teams in the business.
• Proficiency in working with noSQL databases, specifically MongoDB and CosmosDB, is mandatory for senior candidates.
• Demonstrate a high level of proficiency in SQL and possess the capability to write complex queries.
• Experience with Azure infrastructure and the ability to work with Azure logs.
• A solid understanding of API integrations is necessary and any previous experience with API testing/debugging and development tools like Postman or similar tools.
• You should possess excellent verbal and written English language to interact seamlessly with your team and clients.
• Proficiency in using FTP (File Transfer Protocol) and related tools, such as Filezilla, is preferred. Understanding how to securely transfer files and manage FTP configurations is advantageous.
• Tenacious Problem-Solver: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.
• Strategic Thinker: Apply a "Grown-up Mindset" by approaching tasks with a strategic perspective, making well-informed decisions that contribute to the overall success of the team and the organization.
• Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally

Benefits

What benefits you’ll receive:

· Competitive salary

• Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Collaborative working environment
• Remote or hybrid work options – remote working with possibility to work from our Varna office
• Healthcare insurance with dental service included
• Food vouchers (160 BGN/month per person)
• Option for a Multisport card at a discounted price
• Option for a Parking card at a discounted price for our office in Varna

· Annual L&D budget

· Employee referral bonus scheme

• Company-sponsored certifications and courses

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognize and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.