Technical Support Team Lead

We are looking for a seasoned IT professional to lead Technical Support Team in rapidly growing financial technology company. Velexa is delivering SaaS solution and technical support is instrumental in its business. Our team is young and ambitious the Lead person is instrumental in Teams continuous growth and development.

• Role: Technical Support Team Lead
• Reporting line: Service Director
• Location: Remote

Responsibilities:

• Lead and manage Velexas L2 Customer support team promoting a customercentric culture.
• Oversee L2 customer support processes including Problem Management and Release Management functions
• Provide regular services updates (weekly/monthly) to Customers and internal stakeholders
• Identify trends in customer inquiries and work towards innovative solutions to resolve them from a strategic angle.
• Produce L2 Customer Support team policies and procedures
• Provide assistance to other departments in regards to audit requests external certifications sales processes etc
• Mentor and coach team members fostering a supportive and collaborative environment.
• Enhance Velexas SLA & KPI framework
• Monitor and manage SLAs ensuring inquiries are resolved in a timely manner.
• Take ownership of managing Velexas reputation with the Customer by making sure NPS or other satisfaction scores are favorable and where not understand any concerns and liaise with the appropriate functions in the Company to improve and rectify
• Develop and implement customer support strategies to improve quality of service.
• Collaborate with other teams to improve the product based on customer feedback.
• Review and refine customer support processes to improve efficiency.
• Develop and maintain internal documentation for best practices in customer support.
• Provide regular reports and insights on team performance including the creation and visualization of data reports.

Requirements

• 5 years of experience in IT: software/services/applications
• Team management / leadership experience
• Handson experience with Linux networks Kubernetes Cloud Technologies
• Strong understanding of the SDLC lifecycle and ITSM principles
• Good command in English
• Strong communication skills
• Ability to structure things and assign right priorities in changing environment

Nice to have:

• Experience in financial markets: investments and trading
• Programming and development skills python and bash
• Work experience with products: Jira Confluence Grafana PowerBI Qase Git

We Offer:

• Opportunity to excel in the fastgrowing WealthTech company the leader in capital markets
• Competitive salary & performancebased bonus programs
• Truly inspiring culture pleasant and informal work environment
• Ongoing education & training programs
• Friendly international team

Remote Work :

No