Customer Support Team Lead

hace 2 semanas


Madrid, España AL-AGEDI Business Consultancy A tiempo completo

**Job Information**:
Industry

**Financial Services**
***

City

**Málaga**
***

State/Province

**Madrid**
***

Country

**Spain**
***

Zip/Postal Code

**29007**

My client is looking for an experienced

The support service itself will be delivered mainly from Málaga but we have teams on other locations around the world. This is a hands-on role, with your time being split between mentoring your team, over viewing the operation, and improving the Customer Support Experience for our clients.

**What You'll Do**Manage and coordinate the support teams-
- Scale up the team as the business requires and train new hires-
- Provide guidance and governance for the support function-
- Operate in a 24/7 rotation for Level 1 / Level 2 / Level 3 support-
- Review and resolve escalations if a support team member is unable to address 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-
- Explore and evaluate new processes, techniques, and tools to improve the Customer Support experience for our clients continuously.**Requirements**:
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 technical customer support team (1-2 years)-
- High level of English (Minimum C1)**Bonus Points**:
A passion for cryptocurrencies and blockchain-
- Experience in Fintech**Benefits**:

- Work from home or from our office in the centre of Málaga
- 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 vacation days + public holidays
- Private health insurance
- Relocation Package for you and your family, including soft-landing service to help you settle in
- Free English/Spanish lessons
- Free parking provided if needed
- Amazing office in Málaga city centre
- Team building events, learning labs and corporate events
- Ongoing learning and professional development opportunities
- Office perks including games console, football table, books; fully stocked kitchen with unlimited coffee, organic fruit, ice-cream, etc
- Great Place to Work certified - Málaga Best Workplaces



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