Global Support Lead

If you ever wondered what it would be like to have cities or even the entire world as your sandbox, grab your shovel and pail because we have an opportunity for you. Upland is the earth’s metaverse that sits on top of the real world where people buy, sell and trade virtual properties based on actual addresses. Players compete and win rewards in mini-games, connect virtually with a thriving, passionate community, and can even earn money in their own virtual businesses. 


Uplandme, Inc. was founded in 2018 by three serial entrepreneurs. The game launched into open beta in January 2020 and became the largest blockchain game just eight months later. Available for iOS, Android, and the mobile web, Upland uses blockchain technology to power “true ownership” of digital assets.

To expand its reach beyond blockchain aficionados and towards a mass-market audience, we are looking for a highly organized and customer-focused Technical Global Support Lead to bring a more strategic focus to our customer relationships.


Responsibilities:

  • Oversee the day-to-day function of the Company’s Technical Customer Support team
  • Directly diagnose, troubleshoot and resolve customer issues when needed (hands-on)
  • Proactively review system alerts and take action when needed; identifying new monitoring/alerting required
  • Regularly analyze and review support logs to determine if problems are imminent and develop solutions before they occur
  • Produce regular reporting for management, identifying trends, potential problem areas, summarizing support statistics, and outlining overall support performance
  • Develop internal tools and best practices for analyzing customer issues in a more expedient and efficient manner
  • Lead strategic planning for the Company’s support function, driving exceptional results in all areas 
  • Accomplish department objectives by managing staff, planning, and evaluating department activities

Requirements:

  • Bachelor’s degree in computer science, engineering, or business management
  • 4-6 years of technical support experience with (2+ years in a support management role required)
  • Working knowledge of databases and SQL querying and Freshdesk
  • Experience building and managing a diverse team
  • Experience in setting goals by defining and prioritizing specific, realistic objectives
  • Outstanding team player with a customer relationship and a strategic partner mindset to interact effectively with technical and non-technical customers
  • Demonstrated ability and self-motivation to excel within an environment of rapid change, growth, and a drive for continuous improvement
  • Outstanding critical thinking, troubleshooting, and problem-solving skills
  • Excellent verbal and written communication skills with the ability to clearly present updates, recommendations, and results

Work with a passionate, highly experienced, innovative team and have a wide range of independence while solving fascinating problems that span gaming, economics, marketing, computing, and sociology. Capitalize on the opportunity to grow with Upland in terms of responsibilities and your career. We offer competitive compensation both in salary and equity as well as top-of-the-market benefits. 


Uplandme Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

If you are interested in this role, please apply directly here.