Technical Support Manager

August 27

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Bankjoy

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An end-to-end digital banking solution for banks and credit unions

Banking API • Conversational AI • Online Banking • Online Account Opening • Online Loan Origination

51 - 200

💰 $12.5M Series A on 2020-09

Description

• Lead and Manage the Tech Support Team: Recruit, train, and mentor a team of tech support representatives, ensuring they have the skills and knowledge needed to support our products effectively. • Technical Troubleshooting Expertise: Serve as the go-to expert for diagnosing and resolving complex technical issues related to our digital banking products, APIs, and integrations. • Client Interaction: Act as one of the primary escalation points for technical issues, providing clear and effective communication with clients to resolve their concerns. • Process Optimization: Develop and refine support processes to streamline issue resolution, reduce response times, and enhance overall customer satisfaction. • Team Development: Foster a culture of continuous learning and improvement within the team, providing ongoing training and development opportunities. • Cross-Functional Collaboration: Work closely with product development, engineering, and sales teams to ensure alignment and address client needs proactively. • Reporting and Analytics: Track key performance indicators (KPIs) and provide regular reports to senior management, using data to drive improvements in support operations.

Requirements

• Minimum of 7-10 Years of Experience: At least 7 years of experience in technical support or customer support roles, with a strong background in troubleshooting complex software issues. • Leadership Experience: A minimum of 3 years in a leadership or management role, with proven success in building and leading high-performing tech support teams. • Deep Technical Proficiency: Extensive experience with APIs, software integrations, and digital banking products, with a hands-on approach to solving technical problems. • Client-Facing Skills: Exceptional communication skills, with the ability to explain complex technical concepts to non-technical clients and manage high-stakes interactions. • Adaptability and Cultural Fit: A proactive, innovative, and adaptable mindset, with a strong commitment to Bankjoy’s mission and values. • Domain Experience: Exposure to Fintech banking industry.

Benefits

• A fast-paced and collaborative environment • Competitive compensation • Stock options at a well-funded startup • 100% medical, dental and vision coverage for you and 50% for your family on our base plans. (US Employees & Canadian Employees) • 401(k) plan with 4% company matching (US Employees) • 4 weeks PTO and 5 health days • 18 holidays • Performance-based bonuses (US & Canadian Employees) • Remote first culture