Implementation Support Team Lead

Your Story:

We’re looking for a hands-on, tech-savvy Team Lead to manage our Implementation Support Team. You’ll lead a team of Technical Support Engineers who support EX.CO customers and work closely with other EX.CO operations teams (Customer Success, Technical Customer Success and Demand relationships). The team handles operational, data-driven, and configuration-based tasks. Your goal is to make sure our clients get excellent service by building smart processes, setting the bar for quality, and making sure technical work is done right.

Our Story:

At the heart of every digital revolution, there’s a story. Ours began in 2012, with a vision of creating a publisher video platform that offers all the necessary tools, innovation, and knowledge publishers need to fully optimize their websites with video.

Through machine-learning and AI technology, EX.CO empowers publishers to own their video content and monetization strategies to maximize revenue. Our platform offers global publishers unparalleled access to best-in-class ad serving, monetization, content automation, and video recommendation.

Trusted by some of the leading publishers globally including The Arena Group, CBSi, Hearst, Nasdaq, VICE, and more, EX.CO’s platform helps publishers boost audience engagement and increase revenue. Our success is a direct result of our dedicated team located around the world and visionary backers including The Walt Disney Company, Saban Ventures, Viola Group, 83North, and Firstime Ventures.

At EX.CO’s core is a passion for reimagining the video space and an unyielding commitment to those who rely on us. And now, we’re looking for remarkable talent like you to join the next chapter of our story. 🌟

What You’ll Do:

• Lead, mentor and grow a team of Technical Support Engineers, including hiring, onboarding, goal setting and performance reviews.
• Own the team’s workload and priorities, making sure tasks are handled on time and with high quality.
• Oversee new client onboarding and day-to-day operations so launches go smoothly and clients keep succeeding.
• Be the go-to person for complex escalations. Jump in hands-on to troubleshoot and debug production issues.
• Creating and running automated workflows and developer tools using AI.
• leveraging AI agents and intelligent bots for workflow automation.
• Oversee platform configurations, including content setup, video player settings and ad integrations, plus QA after launch.
• Make sure system performance is monitored across platforms and anomalies are flagged and handled fast.
• Build and improve team processes, SOPs and knowledge base. Find ways to automate and work smarter.
• Work closely with Dev, AdOps, Product and CS to escalate issues, share customer feedback and align on priorities.
• Own reporting and internal dashboards (KPIs, SLAs, ticket trends) to keep cross-functional teams aligned.

What We’re Looking For:

• 2-3+ years of experience managing a team of Technical Support Engineers (or a similar tech support / implementation team).
• Strong technical background: hands-on JavaScript with real debugging ability (DevTools), plus solid CSS and HTML.
• Expertise in creating and running automated workflows and developer tools using AI.
• Experience in leveraging AI agents and intelligent bots for workflow automation.
• Experience with logging/monitoring tools (Datadog, Groundcover, Logz.io or similar): searching logs, tracing issues and finding errors.
• Strong production and troubleshooting mindset. Comfortable in production environments and reading API responses (JSON and XML).
• Experience with Git and basic Git workflows.
• Proven ability to build processes, manage priorities and drive high-quality execution.
• Experience working with Dev / AdOps / Engineering teams.
• Excellent English and clear communication. Strong ownership and comfortable working across time zones.

Advantage: Ad-tech or video background, experience working with American or multicultural teams, technical degree, or QA automation.

The role is full-time, hybrid (3 office days), from 10:00 AM to 7:00 PM Eastern European Time.