Location
Type
Status
Open
Burbank, CA On-site
Full-time · Associate
1,001-5,000 employees · Entertainment Providers
Description
Position Title
Localization Support Team Lead (M-F, 9 am – 6 pm PST)
Position Summary
The Team Lead supervises and provides support to our team of Specialists, while also helping build and maintain positive and engaging collaboration with our multinational and multicultural pool of freelancers, vendors, clients, and teams. The shift will be Monday through Friday, 9:00am to 6:00pm.
Primary Responsibilities
Follow department specific schedules and guidelines.
Ensure timely resolution of tickets.
Communicate clearly and effectively with internal and external clients and customers.
Participate in all job and personal knowledge training programs, as well as help run meetings or trainings as needed or assigned.
Supervise work schedule and attendance. Ensure process and policy adherence.
Liaise and work with other departments for any related work or issues.
Conduct monthly 1:1s.
Conduct Quarterly appraisals.
Mentor new members of the team.
Maintain a high level of professionalism in all your interactions with internal and external stakeholders.
Regular review Support ticketing system/Inbox which may include working with JIRA/Freshdesk or manual trackers to ensure all tickets are logged, followed through and resolved within established timelines.
Identify and address potential system issues that could impact our users or clients or opportunities to improve support processes and workflow.
Review queries and assign to the appropriate individuals or department leads for resolution. Issues may range from software bugs, to billing issues, service questions, mediations, and general concerns.
Communicate updates, information or issues with the Support Team.
Proactively recognize potential issues and roadblocks, and take initiative to investigate, reach out to other teams and, where appropriate, make decisions to resolve issues.
Provide support to high profile clients, client translators and client linguist representatives.
Assist with analyzing data and trends related to user queries; assist with establishing insights and process improvement proposals based on volume and types of issues being flagged.
Keep departmental documentation accurate and up to date.
Be on time and fully engaged during relevant meetings.
At all times, demonstrate positive attitude when collaborating with external and internal stakeholders; take initiative and proactively work to resolve queries; flag any concerns to the appropriate department or department managers; escalate any problematic cases that require higher level input; contribute to the various initiatives as they relate to translator community.
Maintain a voice that represents our company values and make every interaction feel like a small business.
Other responsibilities assigned as needed.
What You Bring
Candidates with technical support experience preferred. Experience in working with multinational and multicultural teams and freelancers.
Subtitling experience will be a plus.
Excellent written and verbal English communication skills, knowledge of at least one additional language is an advantage.
Experience with computers and internet.
Strong research skills. The ability to grasp concepts quickly and effectively: a curious, passionate learner.
Knowledge of Microsoft Word, Excel and PowerPoint. Experience with Freshdesk and/or Jira is a plus.
Team player, detail-oriented, proactive.
Experience in moderating and monitoring discussion groups
Ability to work under tight deadlines.
Ability to multi-task and manage complex projects.
Skilled problem-solver who thinks critically and creatively to resolve issues.
Strong customer service skills.
Open to work in all Shifts including day / night.
Applicant should be flexible with change in work weeks and/or shifts if there’s a business need.
Bachelors or equivalent in Communication, Marketing, Localization Management, Sociology or applicable relevant experience.
Must be comfortable in a fast-paced environment, reacting quickly to escalations and able to handle high-volume communications from multiple sources.
General Criteria
Employees should have a minimum of 24 months experience in Deluxe.
Employees should have a minimum of 12 months experience working with Sfera.
Must have a minimum of 2 years of experience as an SME (Subject Matter Expert).
Employees should not have had PIP or disciplinary memo in the last 24 months.
Applicants should be flexible with changes in work weeks and/or shifts if there is a business need.
Employee should not have been promoted /changed job through lateral or IJP / transfer from other location in last 12 months.
Full-time · Associate
1,001-5,000 employees · Entertainment Providers
Description
Position Title
Localization Support Team Lead (M-F, 9 am – 6 pm PST)
Position Summary
The Team Lead supervises and provides support to our team of Specialists, while also helping build and maintain positive and engaging collaboration with our multinational and multicultural pool of freelancers, vendors, clients, and teams. The shift will be Monday through Friday, 9:00am to 6:00pm.
Primary Responsibilities
Follow department specific schedules and guidelines.
Ensure timely resolution of tickets.
Communicate clearly and effectively with internal and external clients and customers.
Participate in all job and personal knowledge training programs, as well as help run meetings or trainings as needed or assigned.
Supervise work schedule and attendance. Ensure process and policy adherence.
Liaise and work with other departments for any related work or issues.
Conduct monthly 1:1s.
Conduct Quarterly appraisals.
Mentor new members of the team.
Maintain a high level of professionalism in all your interactions with internal and external stakeholders.
Regular review Support ticketing system/Inbox which may include working with JIRA/Freshdesk or manual trackers to ensure all tickets are logged, followed through and resolved within established timelines.
Identify and address potential system issues that could impact our users or clients or opportunities to improve support processes and workflow.
Review queries and assign to the appropriate individuals or department leads for resolution. Issues may range from software bugs, to billing issues, service questions, mediations, and general concerns.
Communicate updates, information or issues with the Support Team.
Proactively recognize potential issues and roadblocks, and take initiative to investigate, reach out to other teams and, where appropriate, make decisions to resolve issues.
Provide support to high profile clients, client translators and client linguist representatives.
Assist with analyzing data and trends related to user queries; assist with establishing insights and process improvement proposals based on volume and types of issues being flagged.
Keep departmental documentation accurate and up to date.
Be on time and fully engaged during relevant meetings.
At all times, demonstrate positive attitude when collaborating with external and internal stakeholders; take initiative and proactively work to resolve queries; flag any concerns to the appropriate department or department managers; escalate any problematic cases that require higher level input; contribute to the various initiatives as they relate to translator community.
Maintain a voice that represents our company values and make every interaction feel like a small business.
Other responsibilities assigned as needed.
What You Bring
Candidates with technical support experience preferred. Experience in working with multinational and multicultural teams and freelancers.
Subtitling experience will be a plus.
Excellent written and verbal English communication skills, knowledge of at least one additional language is an advantage.
Experience with computers and internet.
Strong research skills. The ability to grasp concepts quickly and effectively: a curious, passionate learner.
Knowledge of Microsoft Word, Excel and PowerPoint. Experience with Freshdesk and/or Jira is a plus.
Team player, detail-oriented, proactive.
Experience in moderating and monitoring discussion groups
Ability to work under tight deadlines.
Ability to multi-task and manage complex projects.
Skilled problem-solver who thinks critically and creatively to resolve issues.
Strong customer service skills.
Open to work in all Shifts including day / night.
Applicant should be flexible with change in work weeks and/or shifts if there’s a business need.
Bachelors or equivalent in Communication, Marketing, Localization Management, Sociology or applicable relevant experience.
Must be comfortable in a fast-paced environment, reacting quickly to escalations and able to handle high-volume communications from multiple sources.
General Criteria
Employees should have a minimum of 24 months experience in Deluxe.
Employees should have a minimum of 12 months experience working with Sfera.
Must have a minimum of 2 years of experience as an SME (Subject Matter Expert).
Employees should not have had PIP or disciplinary memo in the last 24 months.
Applicants should be flexible with changes in work weeks and/or shifts if there is a business need.
Employee should not have been promoted /changed job through lateral or IJP / transfer from other location in last 12 months.
Burbank, CA On-site
Full-time · Associate
1,001-5,000 employees · Entertainment Providers
Description
Position Title
Localization Support Team Lead (M-F, 9 am – 6 pm PST)
Position Summary
The Team Lead supervises and provides support to our team of Specialists, while also helping build and maintain positive and engaging collaboration with our multinational and multicultural pool of freelancers, vendors, clients, and teams. The shift will be Monday through Friday, 9:00am to 6:00pm.
Primary Responsibilities
Follow department specific schedules and guidelines.
Ensure timely resolution of tickets.
Communicate clearly and effectively with internal and external clients and customers.
Participate in all job and personal knowledge training programs, as well as help run meetings or trainings as needed or assigned.
Supervise work schedule and attendance. Ensure process and policy adherence.
Liaise and work with other departments for any related work or issues.
Conduct monthly 1:1s.
Conduct Quarterly appraisals.
Mentor new members of the team.
Maintain a high level of professionalism in all your interactions with internal and external stakeholders.
Regular review Support ticketing system/Inbox which may include working with JIRA/Freshdesk or manual trackers to ensure all tickets are logged, followed through and resolved within established timelines.
Identify and address potential system issues that could impact our users or clients or opportunities to improve support processes and workflow.
Review queries and assign to the appropriate individuals or department leads for resolution. Issues may range from software bugs, to billing issues, service questions, mediations, and general concerns.
Communicate updates, information or issues with the Support Team.
Proactively recognize potential issues and roadblocks, and take initiative to investigate, reach out to other teams and, where appropriate, make decisions to resolve issues.
Provide support to high profile clients, client translators and client linguist representatives.
Assist with analyzing data and trends related to user queries; assist with establishing insights and process improvement proposals based on volume and types of issues being flagged.
Keep departmental documentation accurate and up to date.
Be on time and fully engaged during relevant meetings.
At all times, demonstrate positive attitude when collaborating with external and internal stakeholders; take initiative and proactively work to resolve queries; flag any concerns to the appropriate department or department managers; escalate any problematic cases that require higher level input; contribute to the various initiatives as they relate to translator community.
Maintain a voice that represents our company values and make every interaction feel like a small business.
Other responsibilities assigned as needed.
What You Bring
Candidates with technical support experience preferred. Experience in working with multinational and multicultural teams and freelancers.
Subtitling experience will be a plus.
Excellent written and verbal English communication skills, knowledge of at least one additional language is an advantage.
Experience with computers and internet.
Strong research skills. The ability to grasp concepts quickly and effectively: a curious, passionate learner.
Knowledge of Microsoft Word, Excel and PowerPoint. Experience with Freshdesk and/or Jira is a plus.
Team player, detail-oriented, proactive.
Experience in moderating and monitoring discussion groups
Ability to work under tight deadlines.
Ability to multi-task and manage complex projects.
Skilled problem-solver who thinks critically and creatively to resolve issues.
Strong customer service skills.
Open to work in all Shifts including day / night.
Applicant should be flexible with change in work weeks and/or shifts if there’s a business need.
Bachelors or equivalent in Communication, Marketing, Localization Management, Sociology or applicable relevant experience.
Must be comfortable in a fast-paced environment, reacting quickly to escalations and able to handle high-volume communications from multiple sources.
General Criteria
Employees should have a minimum of 24 months experience in Deluxe.
Employees should have a minimum of 12 months experience working with Sfera.
Must have a minimum of 2 years of experience as an SME (Subject Matter Expert).
Employees should not have had PIP or disciplinary memo in the last 24 months.
Applicants should be flexible with changes in work weeks and/or shifts if there is a business need.
Employee should not have been promoted /changed job through lateral or IJP / transfer from other location in last 12 months.
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