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.