Technical Support Manager

Description

Who We Are

Cross River is a highly profitable, fast-growing financial technology company powering the future of financial services. Our comprehensive suite of innovative and scalable embedded payments, cards, and lending products deliver financial services for millions of businesses and consumers around the globe. Cross River is backed by leading investors and serves the world’s most essential fintech and technology companies. Together with its partners, Cross River is reshaping global finance and financial inclusion.

We are on a mission to build the infrastructure that propels access, inclusion, and the democratization of financial services. While our company has tripled in size over the last three years, our strong sense of purpose led Cross River to be named to American Banker’s list of Best Places to Work in Fintech for the last 6 years. The reason for this success is simple – our nimble and collaborative family culture lives in every member of our growing team. Together we are at the forefront of technology and innovation, and we invite passionate, collaborative, and motivated high performers to join our expanding team.

What We're Looking For

We are looking for a technical support manager who has a ‘’get it done attitude’’, to manage our support team and build relationships with other relevant teams fostering teamwork and communication.

The ideal candidate will drive CRB towards an industry leading customer support model that keeps customers highly satisfied. This includes getting behind and supporting a large, internationally dispersed team of Integration Support Specialists so they can provide the best support possible. It also includes identifying weaknesses within the existing team structure and processes that need to be improved upon. To be successful, you will need to build strong relationships with Customer Success, implementations, operations, and other teams across the US and Israel in order to improve support for our customers. You will have experience within an enterprise level company and have proven success identifying and implementing support solutions to pain points within the customer journey. You will join a company of passionate, FinTech obsessed people who question assumptions, take ownership and are always looking to improve.

Responsibilities

• Define, measure and meet customer-facing SLAs for technical integration support, ongoing technical support, incidents and outages
• Identify tools and improvements to current processes that reduce the time to resolve customer issues
• Identify tools, documentation and other items that automate common support tasks and/or reduce the number of tickets handled by agents
• Interact with Relationship Managers, product, operations, engineers and other support teams in Israel and the US to:
• Align teams, processes and tools to the stages of the customer journey in order to provide industry-leading support
• Quickly respond to identify, triage and resolve outages raised by customers
• Communicate with internal stakeholders to provide updates on issues, incidents and outages
• Communicate directly with customers to:
• Triage, understand, clarify and resolve issues, incidents and outages
• Gather feedback and implement changes to improve customer experience
• Provide regular reporting to management on SLA performance
• Manage a team of integration support agents across Israel and the US
  
  

• Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Must
• 7 years managing integration support and/or technical support teams - Must
• Ability to manage remote teams in US - Must
• Previous experience managing technical support teams - Must
• Previous experience with SaaS or BaaS products - Must
• Must be willing to work with US team 4 days per week (Mon-Thurs) from 9am-5pm Eastern Standard Time (US) - Must
• Must work in the Jerusalem office a minimum of 2 days/week- Must
  
  

• Previous experience implementing AI solutions
• Previous experience with financial services