Technical Support Manager

Yesterday

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Sowelo Consulting sp. z o.o. sp. k.

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Description

• Manage a team of 20 in a global technical support role • Lead and inspire worldwide technical support team to ensure outstanding customer service • Formulate and implement a global support strategy that aligns with business goals • Ensure a consistent and high-quality support experience across all regions • Cultivate and lead a customer-centered culture within the global support team • Manage daily operations to ensure compliance with SLAs, KPIs, and quality standards • Optimize support processes using tools like Zendesk, Jira, and Klaus • Use data to identify trends and refine support operations • Develop an effective self-service strategy utilizing knowledge base and chatbot system • Work closely with Product and Engineering teams to enhance product experience

Requirements

• Demonstrated leadership in technical support and operations on a global scale • Experience within the FinTech Industry • Experience with Zendesk • Knowledge of Jira, Klaus, and Workforce Management • Deep knowledge of support strategies and best practices • Superb problem-solving abilities and sound decision-making skills • Excellent communication and interpersonal skills • Enthusiastic about customer service and committed to providing exceptional support • Must be fluent in English and nice to have proficiency in another language

Benefits

• Work for a company developing unique FinTech services and products • Fully remote opportunity • Permanent contract or B2B collaboration • A diverse and international work culture • Support for professional growth and career development