Technical Customer Support Team Lead

Description

We are

Cross River provides technology infrastructure powering the future of financial services, leveraging a proprietary real-time banking core. We are backed by leading investors and serve the world’s most essential fintech and technology companies. Together with our partners, we are reshaping global finance and financial inclusion.

We place a strong emphasis on our employees’ satisfaction and growth. We promote a flexible hybrid work model that allows our employees unparalleled convenience to work where and when they want.

The Integration team is dedicated to creating a positive onboarding experience for our customers. We support them throughout the process, from initial setup to ongoing support. Our team is composed of individuals who are both tech-savvy and business-oriented, combining the best of both worlds to ensure an effective and seamless experience.

You are

People person with a strong sense of empathy for your customers. You protect the integrity of the process and ensure that changes are managed appropriately. You can read situations, understand team dynamics, and take initiative to address needs. You are tech-savvy with a developer’s mindset, business-oriented, and committed to ensuring a positive customer experience. You have a sales-oriented attitude where the customer is the most important part of the process.

You will

• Support our enterprise-level clients and internal departments with technical onboarding and integration to our systems
• Provide continuous technical support, including troubleshooting, investigating error messages, and addressing errors related to system updates
• As an integral product perception - you will collaborate closely with internal departments, including Engineering, IT, Implementations, Operations, and Relationship Management, group leaders and C level partners
• Work closely with teams in the US (East to West Coast)
  
  

• 5+ year experience in a customer-facing support role (e.g., Customer Support, Technical Support) - Must
• 3+ years' experience in a managerial role - Must
• Native level proficiency in both Hebrew and English - Must
• Working knowledge of API integrations (REST API) - Must
• Database experience with SQL queries and reading log files - Must
• Ability to diagnose and recognize when a process needs to be established or updated
• Strong technical troubleshooting and problem-solving skills
• Availability to work US hours (16:00-24:00)
• Excellent English communication skills, both verbal and written, to work hand-in-hand and communicate with teams in the US
  
  

• Experience in the banking or fintech field
• Entrepreneurial background owning or running a business
• Experience with network concepts, such as firewalls, Postman, or NService Bus