Technical Support Team Leader

We are looking for a talented Team Leader to join our Customer Experience teamStep into our world, where advanced technologies take center stage, transforming the online trading experience.With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.We offer an excellent work environment where you will be challenged and encouraged to grow professionally In this role you will:Manage and maintain a team of 4 support engineers, manage working hours and ensure full coverage during our required hours.Define and implement methods, procedures, tools, and policies to meet the team’s KPIs and service SLAs and ensure high-quality service is delivered to customers.Effectively manage the daily Support operation, prioritize incoming issues and act as key contributor and facilitator for improvements in the Support operation.Work closely with R&D, Product, and CS teams to verify progress of customer issues as expected.Be responsible for the team’s performance and career development, knowledge and skills while ensuring a high level of employee satisfaction within the team.Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.Collaborate daily with the Support Special team leader to improve and maximize the overall support department performance You have:Proven experience as a Team Leader or Supervisor At least 3 years of experience in Technical Support/Similar position – Must Natural “Can Do” approach and high level of assertiveness Passion for a constant self-challenge, learning and development Proven ability to work in a very demanding and stressed work environment Highest level of commitment and loyalty Ability to manage multiple tasks and priorities under high pressure Excellent customer and service orientation Strong verbal and written English and excellent interpersonal skills Excellent communication and leadership skills Fluent English (both written and spoken) Will be nice that you have: Previous experience in online/fin-tech companies Bachelor of Sciences in Computer Science