Voiro powers revenue intelligence for media and advertising businesses. Our platform enables companies to streamline revenue operations, gain deep insights, and optimize billing accuracy helping them run smarter, faster, and more confidently.

We re a team that thrives on ownership, empathy, and precision. If you love solving problems, leading teams, and making customers happy, we d love to have you on board.

Role Overview

As a

Support Desk Lead

, you will be responsible for managing Voiro s customer support desk and ensuring smooth, timely, and high-quality resolution of client issues. You will lead a team of support engineers, collaborate with cross-functional teams (engineering, QA, and product), and ensure our customers experience excellence in every interaction.

You will also be the voice of the customer within Voiro, ensuring that feedback and recurring issues drive continuous improvement in our products and processes.

Key Responsibilities

Lead the
customer support desk
, ensuring SLAs, quality, and responsiveness are consistently met.
Manage, mentor, and guide a team of
support engineers and analysts
.
Monitor and triage incoming issues, ensuring proper categorization, prioritization, and escalation.
Collaborate closely with
engineering
and
QA teams
to ensure timely issue resolution and root-cause analysis.
Own and improve the
support knowledge base
and documentation.
Analyze support trends and provide insights to product and engineering for continuous improvement.
Define and track key
support metrics
- response time, resolution time, CSAT, and ticket backlog.
Drive initiatives for
automation and process improvement
within the support function.
Act as the escalation point for high-priority or complex client issues.
Participate in
on-call rotations
to ensure round-the-clock coverage for critical accounts.

Qualifications & Skills

3+ years of experience in customer support or technical support, with at least 1 years in a lead or managerial capacity.
Strong understanding of SaaS or AdTech environments.
Excellent communication and interpersonal skills.
Experience with
ticketing systems
(e.g., Jira Service Desk).
Strong analytical and problem-solving abilities.
Working knowledge of Excel, APIs, or basic debugging (preferred).
Proven ability to manage multiple priorities and stakeholders in a fast-paced environment.
Empathy for customers, balanced with technical and operational rigour.

Why Join Voiro

Work in a fast-growing product company at the intersection of AdTech, data, and revenue operations.

Be part of a collaborative culture that values ownership, learning, and excellence.

Opportunity to shape the customer experience for global media and entertainment clients.

Competitive compensation, performance-based rewards, and growth opportunities.

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Support Desk Lead

Experience & Salary

Skills Required

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Job Type

Job Description

About Voiro

Role Overview

Support Desk Lead

Key Responsibilities

customer support desk

support engineers and analysts

engineering

QA teams

support knowledge base

support metrics

automation and process improvement

on-call rotations

Qualifications & Skills

ticketing systems

Why Join Voiro

More Jobs at Voiro Technologies