Technical Support Manager

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

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Description

• Manage a team of 20, Tier 1, 2 and 3 • Lead and inspire worldwide technical support team • Ensure outstanding customer service • Manage daily operations complying with SLAs, KPIs, and quality standards • Optimize support processes and workflows using tools like Zendesk, Jira, Klaus, and Workforce Management • Use data and analytics to identify trends, measure performance, and refine support operations • Develop and implement an effective self-service strategy utilizing the knowledge base and chatbot system

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