Customer Support Team Lead

**About Bitkernel**

**Bitkernel Technology Inc. is redefining how the world experiences digital video. With a proven track record of innovation, we’re on a mission to revolutionize streaming technology and build complete content ecosystems. Headquartered in Austin, Texas , with a growing office in Vancouver, B.C.** , we’re building our future in North America.

Powered by our groundbreaking platform, **Goose , we’re creating a next-generation self-serve SaaS solution that enables content creators, broadcasters, and media companies to launch and scale OTT streaming services across Android, iOS, Web, and SmartTV** platforms.

**Why Join Bitkernel?**

At Bitkernel, you’ll experience the **energy of a startup with the stability of an established product —and the opportunity to make a global impact**. You’ll help shape major technical innovations, collaborate with visionary leaders, and solve complex, global-scale challenges backed by long-term R&D investment.

We thrive on **empathy, innovation, and continuous learning. Our team is made up of curious, strategic thinkers** who combine deep technical expertise with emotional intelligence and a collaborative spirit across cultures and disciplines.

Join us to **build, innovate, and grow** as we redefine how the world experiences digital video.

**Bitkernel DNA (is it in you?)**

**Startup Hustle:** You thrive in fast-paced, ambiguous environments with a hands-on, problem-solving attitude.

**Boundary-Breaking Vision:** You challenge conventions to pioneer innovative, world-class user interfaces.

**AI-Enhanced Innovation:** You harness AI to supercharge development workflows and push the boundaries of what’s possible.

**What You’ll Do**

• **Lead & Mentor:** Directly manage, coach, and evaluate our Customer Service Sr & Jr team members, fostering a customer-obsessed and technically empowered team culture.
• **Master Live Event Readiness:** Organize shift rotations and on-call contingency plans.
• **Level 2/3 Technical Escalation:** Serve as the senior technical escalation point for complex streaming issues—diagnosing
• **Bridge Support & Engineering:** Work hand-in-hand with Tech support, DevOps, QA, and Software Engineering (via Jira) to log, track, and eliminate root-cause bugs.
• **Manage Incident Protocols:** Lead crisis communication and transparent B2B client management during major system outages or stream degradations.
• **Optimize Operations & SLAs:** Audit ticket workflows (Zendesk/Freshdesk), enforce contract SLAs, and track operational metrics (FRT, MTTR, CSAT).

**What We’re Looking For**

• **Experience:** 3+ years in a Team Lead role within Technical Support, Customer Experience, or Service Operations.
• **Industry Background: Direct experience in OTT Video Streaming, IPTV, Media Tech, B2B/B2C SaaS, or Telecommunications**.
• **Streaming Tech Stack: solid understanding of video delivery pipelines—protocols (HLS / DASH**), CDN distribution, video encoding, DRM frameworks, and multi-device app ecosystems (Smart TVs, Mobile, Web).
• **Tooling Expertise:** Deep familiarity with ticketing systems (Zendesk/Freshdesk), issue-tracking platforms (Jira/Confluence), and basic network/API troubleshooting (DevTools, Postman).
• **Language: Portuguese Native , Professional English** (C1)

**Bonus Points (Nice to Have)**

• Familiarity with payment gateways and in-app subscription management (Stripe, MercadoPago, Apple/Google IAP).
• Background managing B2B2C support models for enterprise clients.

**Why Join Goose OTT & BitKernel?**

• Be at the forefront of cloud video streaming technology powering millions of viewers worldwide.
• Dynamic, collaborative, and hands-on environment where your leadership directly impacts client satisfaction and platform stability.
• Flexible working model with global exposure.

📩 **Ready to shape the future of streaming?** Apply now or send your CV directly to us!

#Hiring #CustomerService #TeamLead #OTT #Streaming #VideoStreaming #SaaS #TechJobs #JobOpportunity #BitKernel #GooseOTT #RemoteJobs

Perks & Benefits:

• **Career Development Opportunities** : Access to learning resources, mentorship, and professional growth.
• **Collaborative Team Environment** : Engage in team-building activities and thrive in a creative, supportive workplace.
• **Great Work Environment:** Work from our modern office, with flexibility to work from home on Fridays.
• **Comprehensive Benefits** : Extensive health & benefits plan, LTD & Life Insurance.
• **Global Opportunities** : Join a company with international reach and potential for future travel and team-building abroad.
• **Pay Equity:** We base pay on your experience, location, and internal equity to make sure everyone is compensated fairly and consistently.

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