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Director of Customer Care at Kaltura
New York City, NY, US

DESCRIPTION

Kaltura’s mission is to power any video experience. A recognized leader in the OTT TV (Over-the-top TV), OVP (Online Video Platform), EVP (Education Video Platform) and EVP (Enterprise Video Platform) markets.

Kaltura has emerged as the fastest growing video platform, and as the one with the widest use-case and appeal. Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, in work, and at school. The company is committed to its core values of openness, flexibility, and collaboration, and is the initiator and backer of the world's leading open-source video-management project, which is home to more than 150,000 community members.

Our customers include major service providers and media companies such as Vodafone, HBO, and Warner Bros., leading enterprises such as MetLife, Philips, SAP, Bank of America, and hundreds of global educational institutions, including Harvard, Columbia, NYU and the University of Michigan. 

We like to think of ourselves as a cool, fun and talented group of professionals looking to develop, market and distribute cutting-edge technology that is open source and available to all.

Kaltura is a fast-paced environment where standards are high and initiative is always encouraged. We currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv, and we are growing rapidly including positions all over the world in more locations

REQUIREMENTS

Role responsibilities:

·      Manage a team of technical support engineers.

·      Establish work procedures and processes according to department standards.

·      Manage the flow of day to day operations, lead and prioritize work load, handle escalations, etc.

·      Escalate support related concerns, issues and improvement to management.

·      Meet and exceed established support KPIs.

·      Responsible for team performance evaluations.

·      Responsible for new employee on-boarding, ongoing training, and knowledge management.

Qualifications:

·      Bachelor’s Degree or Equivalent in related field

·      Experience in leading multi-tier technical support call center.

·      3+ years’ experience in hands-on application support lead/manager role

·      Experience in providing services to agreed SLA’sOLA’s

·      Experience in incident management according to ITIL standards.

·      Experience in extracting and analyzing data reports and measuring employees’ performance

·      Excellent interpersonal and communication skills.

·      Out-of-the-box independent thinker who can initiate and establish working procedures

·      Flexible with working outside of core business hours.

·      Ability to multi-task, work under pressure and tight deadlines.