Technical Customer Operations Team Lead

Hello,

At Scrape.do, we are a technology company revolutionizing how businesses access web data. We offer a reliable and scalable scraping toolkit, simplifying the complexities of accessing web data and empowering data-driven decisions. With a 99.98% success rate, Scrape.do provides features like a vast proxy pool, dynamic TLS fingerprinting, real-time CAPTCHA handling, adaptive proxy rotation, and a pay-for-success model. Whether tracking competitor prices, analyzing social media sentiment, or training AI models, Scrape.do empowers users to scrape smarter and faster. We are dedicated to providing our clients with world-class technical solutions and seamless support. As our team grows, we are seeking a highly skilled and experienced Technical Customer Operations Team Lead to bridge the gap between our technical teams and our valued customers. This role is designed to optimize our operational processes and ensure the highest level of customer satisfaction.

Responsibilities

• Customer-Focused Technical Solutions: Analyze customer requests in detail, develop technical solutions, and collaborate with engineering teams to implement these solutions, specifically leveraging and extending Scrape.do’s core features (proxy pool, dynamic TLS fingerprinting, real-time CAPTCHA handling, adaptive proxy rotation).
• Operational Excellence: Manage, optimize, and automate technical customer operations and support processes related to our scraping toolkit, ensuring optimal performance and client success.
• Technological Innovation: Develop and implement projects using Artificial Intelligence (AI) and automation technologies to enhance operational efficiency and the effectiveness of our scraping services.
• Technical Leadership: Manage technical communication, integration, and testing processes using Python, Golang, JavaScript, or similar programming languages. Provide technical guidance and reverse engineer web scraping and bot protection technologies as needed to support our toolkit.
• Root Cause Analysis and Continuous Improvement: Conduct root cause analysis of operational issues, develop and implement lasting technical solutions, and establish a continuous improvement cycle to boost the reliability and efficiency of Scrape.do’s platform.
• Documentation and Information Management: Meticulously manage technical documentation, reporting, and information sharing processes, ensuring clear communication about our scraping toolkit and its functionality. Promote knowledge sharing and building.
• Team Management and Development: Motivate team members, evaluate their performance, and support their personal and career development, focusing on expertise in the areas our toolkit addresses.
• Qualifications

• Experience: Minimum of 2 years of leadership experience in technical customer operations, technical support teams, or engineering teams.
• Programming Skills: Advanced proficiency and practical experience in at least one programming language, such as Python, Golang, or JavaScript.
• Artificial Intelligence and Automation: Practical experience or a strong interest in Artificial Intelligence (AI) and machine learning, particularly as it relates to automated web scraping.
• Web Technologies: In-depth knowledge of web scraping, API integrations, bot protection systems, and proxy management - specifically understanding how these elements are leveraged within the Scrape.do toolkit.
• Infrastructure Knowledge: Experience with infrastructure technologies such as Linux, Docker, and container orchestration.
• Problem Solving: Ability to effectively utilize reverse engineering, debugging, and system analysis tools to address complex web scraping challenges and optimize our toolkit’s performance.
• Communication Skills: Ability to clearly and concisely communicate technical concepts to both technical and non-technical teams and customers, including how to effectively utilize Scrape.do’s features.
• Project Management: Knowledge and implementation of project management principles (e.g., Agile, Scrum).
• Preferred Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• Comprehensive knowledge and experience with CI/CD processes, DevOps practices, and tools.
• Experience in integrating and managing technical support platforms (e.g., Zendesk, Intercom).
• Knowledge and experience in data analysis and reporting, with a focus on understanding and improving the performance of a web scraping service.

What We Offer

• Impactful and Creative Environment: A dynamic, innovative, and learning-oriented work environment, centered around a cutting-edge web scraping toolkit.
• Competitive Compensation Package: Competitive salary, performance-based bonuses, and additional benefits.
• Flexible Work Arrangements: Flexible working hours and remote work opportunities.
• Career Development: Continuous learning and development opportunities for personal and professional growth, specifically in the realm of web scraping and data extraction.
• Valuable Team: The opportunity to work with a passionate, talented, and collaborative team.
• Are you excited to join the Scrape.do culture and shape the future of web scraping technologies? We look forward to receiving your application!