Customer Support Team Lead
hace 6 días
**Your mission**:
The support service itself will be delivered from Málaga initially, expanding to additional sites in the future. This is a hands-on role, with your time being split between providing support and mentoring your team.
**What you'll do**:
- Manage and coordinate the support team
- Scale up the team as the business requires and train new hires
- Provide guidance and governance for the support function
- Provide direct customer support whilst always placing an emphasis on customer experience
- Operate in a 24 / 7 rotation for Level 1 / Level 2 support
- Review and resolve escalations if a support team member is unable to resolve a customer’s
- question or complaint
- Contribute to and deliver enhancements that support the continuous improvement of processes and controls within the team adopting ITIL best practices where possible
- Provide self-help and user guidelines for the customers to reduce basic support requests
- Explore and evaluate new processes, techniques, and tools
**What you bring**:
- BS or MS degree in Computer Science or a related technical field
- Sound Jira and Confluence knowledge to manage support tickets and documentation
- Excellent organizational and communication skills
- Slightly paranoid view about security and privacy
- Proactive attitude and pragmatic approach to solving problems and delivering solutions
- Thorough understanding of available technology along with the ability to research and evaluate different options
- Experience leading a team (1-2 years)
- High level of English
**Bonus Points**:
- A passion for cryptocurrencies and blockchain
- Experience in Fintech
**What we offer**:
- Challenging and exciting projects at an innovative international company that uses cutting-edge tech and Apple equipment
- Collaborative teams and agile multicultural environment
- Competitive salary with flexible compensation plan
- Flexible working hours and hybrid WFH model
- 25 paid holiday days + public holidays
- Private health insurance
- Relocation support
- Amazing office in Málaga city centre
- Free parking provided if needed
- Team building events, learning labs and corporate events
- Ongoing learning and professional development opportunities
- Office perks including games consoles, football table, books; fully stocked kitchen with unlimited coffee, organic fruit, ice-cream, etc
We are the partner that enterprise business comes to when they are seriously considering adding cryptocurrency to their financial infrastructure.
Our team works side by side with clients to customize our digital asset management software to their existing workflows. We transform traditional merchant services into bitcoin payment processing platforms.
As the world changes, we are ready to help you transition to the next step in financial technology.
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