Technical Support Operations Lead
hace 13 horas
Company Overview: Sagan, an award-winning liquidity and technology solutions company, seeks a highly skilled Head of Technical Support to drive the success of their global support team.
Estimated Salary: €90,000 per annum (dependent on experience)
Job Description:
The ideal candidate will design and implement a global support strategy that aligns with organizational goals. This includes ensuring a consistent and high-quality support experience across all regions, cultivating and leading a high-performing global technical support team, and enhancing customer satisfaction and loyalty by delivering exceptional support experiences.
Key Responsibilities:
- Design and implement a global support strategy that aligns with organizational goals
- Cultivate and lead a high-performing, customer-focused global technical support team
- Enhance customer satisfaction and loyalty by delivering exceptional support experiences
- Manage day-to-day operations, ensuring compliance with SLAs, KPIs, and quality standards
- Continuously refine support processes and workflows to improve efficiency and effectiveness
Requirements:
- Native/Fluency in English with strong proficiency in both written and spoken communication
- Proven experience leading global technical support or technical operations teams
- In-depth understanding of support methodologies and industry best practices
- Strong ability to solve complex problems and make sound decisions under pressure
Benefits:
- Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platform
- Competitive salary and performance-based incentives
- Collaborative and innovative work environment that encourages creativity and problem-solving
- Opportunities for professional growth and career advancement
- Flexible working arrangements and a comprehensive benefits package
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