Technical Support Operations Lead

hace 13 horas


Madrid, Madrid, España Sagan A tiempo completo

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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