Technical Support Team Lead

Justt is the world leader in recovering revenue from chargebacks on behalf of merchants. Our automated, tailor-made chargeback solution uses proprietary AI to create a hands-off experience for merchants, while providing the highest overall success rates in the industry.

Justt is seeking a highly skilled and motivated Technical Support Manager to establish and lead our Technical Support team and processes. As a key player in our dynamic environment, you will take part in building the support process in the company and be responsible for ensuring the seamless delivery of technical support services to our clients. The ideal candidate is a strategic thinker, possesses excellent problem-solving skills, and has a proven track record of establishing and managing technical support teams in the hi-tech industry.

What will you do?

• Define and establish support processes within the company, ensuring a structured and efficient framework for addressing customer inquiries and technical issues.
• Efficiently manage and train the technical support team, set clear goals and quality measures and oversee their professional growth.
• Develop training and support systems for customers, incorporating expertise in managing automated service channels, crafting FAQs, and utilizing tools that enhance the company's service system in a collaboration with the development team.

Requirements

• 3+ years experience in first or second-line technical support roles is mandatory.
• Experience in establishing a technical support team and process from scratch
• Prior experience in a SaaS company dealing with B2B complex tech products.
• Proficiency in supporting applications and systems, utilizing tools like Freshdesk, and generating operational reports.
• Essential qualities are leadership, startup mindset, customer orientation, responsibility, proactiveness, thoroughness, and effective communication.
• Familiarity with the fintech industry is an advantage.