דרושים » תוכנה » Global Support Team Lead

Introducing
Welcome to where innovation meets expertise. We're not just another startup; we're a dynamic and rapidly expanding company driven by seasoned leaders in the world of fintech and Ecommerce. Our passionate team is on a mission to tackle one of the most pressing issues plaguing online businesses today: chargeback fraud.
This insidious menace all too often results in substantial losses, both in revenue and profits. Join us on our journey as we revolutionize the fight against chargeback fraud.
Who We're Looking For - The Dream Maker
We're hiring a Global Customer Support/Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud. Your Arena: Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
* Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower our end-users. Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed. Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement. Review and monitor requests to create and promote data -based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
* Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the companys growth. Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards. Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively. Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

We are looking for a talented, experienced Technical Support Manager to lead our global Tier 1 and Tier 2 support teams, delivering exceptional customer support experiences for our SaaS-based fintech platform

As Technical Support Manager, you will manage the day-to-day operations of a distributed support team while also staying technically engaged - reviewing logs, replicating issues, triaging escalations, and ensuring efficient incident resolution, while collaborating effectively with internal cross-functional teams.

Responsibilities
Lead, mentor, and manage global Tier 1 and Tier 2 technical support teams across multiple time zones.
Define and enforce SLAs, escalation procedures, and KPIs to ensure high-quality customer service and timely resolution.
Develop and implement scalable support processes and tools to improve efficiency and consistency.
Monitor team performance, provide coaching and feedback, and conduct regular performance reviews.
Partner with Product and Engineering teams to escalate and resolve complex technical issues and ensure timely bug fixes.
Manage the support knowledge base and contribute to internal and customer-facing documentation.
Collect and analyze support metrics and customer feedback to identify trends, drive improvements, and report to leadership.
Lead hiring, onboarding, and training of support team members globally.
Champion a culture of customer-centricity, accountability, and continuous learning.
Actively participate in troubleshooting complex issues escalated from Tier 1/2 support.
Support incident response by coordinating real-time efforts, communicating status, and leading root cause analysis.
Process & Tools

Continuously improve support workflows, ticket routing, and response templates.
Coordinate with Product, Engineering, and Customer Success to ensure smooth issue resolution and customer communication.
Optimize use of support tools such as Zendesk, Jira, Confluence, and monitoring platforms.
Use tools like SQL, Postman, Coralogix, Kibana, or AWS CloudWatch for debugging and insights.
Drive a feedback loop from support to product and engineering based on issue trends.
Customer Experience

Ensure customer satisfaction remains high through fast, accurate, and empathetic support.
Proactively identify pain points and advocate for customer needs internally.
Support VIP accounts or high-impact incidents directly when needed.