Who we are : Marfeel is a publishing platform that revolutionizes the way publishers create, optimize and monetize mobile websites.
Over 850 publishers, including USAToday, Euronews, and El Confidencial use Marfeel to serve a billion mobile sessions, every month.
We take a Technology-First approach and have a commitment to developing new tools for digital publishers to reach their audience.
Our innovative technology, including PWAs, SEO and engagement tools, monetization and experimentation makes us proud of what we can offer to our clients : faster speeds, greater performance, and worldwide distribution.
Our team now has more than 170 members, made up of 30 different nationalities. With headquarters in Barcelona and offices in New York and Bogotá, our people and our diversity are the reason behind our world-class product, and we’re still growing.
The role : The Head of Customer Support will provide guidance and direction to the team responsible for finding solutions to technical issues for our clients.
You will head up delivery, effectiveness, productivity and the continuous improvement of customer support processes in a strategic way.
This is what you will do : Manage a team of engineers and support staff to resolve technical and maintenance issues of our clients, ensuring that the team has a customer-centric focus and a mindset of continually surpassing expectationsEnsure that customer support department needs are correctly prioritized in order to correctly allocate resourcesProvide support, guidance and inspiration to the team through regular 121s, formal performance appraisals and gathering feedback from other stakeholders regarding technical and non-technical skillsPartner with other key teams and stakeholders to unblock problems and reduce time to resolutionInvestigate the productivity and effectiveness of the team and propose actions for improvement to ensure that customer support activities deliver measurable and significant value to the business and meet customer loyalty targetsYou will help maintain and continuously improve our current customer support practices, processes, and toolsThis is you : Experience managing teams - either in technical or customer support / customer successYou are familiar with agile methodologiesYou are an enabler and you work to get your team and other teams aligned on strategy, goals, priorities and improvements in a fast-paced environmentYou are an excellent communicator - you know how to listen and speak to your team and across teamsYou enjoy training & mentoring : identifying technical gaps & key training needs for team, collecting feedback and getting your team to reach their bestYou are able to empower, mentor and challenge your team members to improve their hard and soft skills continuouslyWithout fail, you regularly schedule standard 1x1s quality time with your team membersFluent in English We will be further impressed if : You have any experience in the ad tech industry or working with publisher clientsYou have some knowledge of technical issues or you have a technical background - customisations, adapting client widgets, etcThis will be you as part of the Marfeel team : Open-space, light-filled and eco-conscious office with large sunny terraceUnlimited refreshments including coffee, tea & soft drinksSubsidized healthy & tasty lunch delivered to the office & free fresh fruit Ping-pong, video games, table football and other games for down-timeFree language and yoga classes at the officeSubsidized monthly plan to a huge network of health & wellness centres (Andjoy)Transport, restaurant & kindergarten ticketsSubsidized health insurance for you and your partner / familyFlexible working hours and early finish on FridaysLoyalty sabbatical and vacation daysAccess to training platforms, courses & materialsReferral bonus for talent brought to us by you