Technical Support Manager

Jifiti is a leading global fintech company that powers white-labeled embedded lending solutions for leading banks, lenders and merchants, including Mastercard, Citizens Bank, FIS, Finastra, Ingenico, IKEA and others worldwide. We were recently granted an Electronic Money Institution (EMI) license in Europe and are growing quickly worldwide in Israel, the US and Europe, and operate in over 12 countries.

We are looking for a talented, experienced Technical Support Manager to lead our Tech support team.

As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 teams that focus on maintaining a high level of customer satisfaction for Jifiti’s international customers, while collaborating effectively with internal cross-functional teams.

Responsibilities:

The Technical Support Manager is a frontline management role with two primary responsibilities:

• Services and solution delivery
• Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
• Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) - both internal and external
• Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
• Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
• Develop and maintain technical support's annual budget, including expenditures for staffing, training, licensing, and tooling
• Be the focal point of deep technical tickets.

Personnel management

• Manage Tier 1 outsource team and direct manager of Tier 2 support teams.
• Decision taking.
• Progress review
• Career development

Requirements:

• 3 years of proven experience as a tech support manager or in customer success management, with a strong background in technology and extensive knowledge of SaaS products
• Ability to handle and have full ownership of critical and complex technical tickets
• Experience with customer interface and communication and engagement
• Strong root cause analysis skills with experience in debugging, working with testing teams, and efficiently resolving technical issues
• Ability to drive project-based and ad-hoc work and manage tasks, schedules, and deliverables.
• Proven ability to manage technical personnel and processes associated with SDLC and related professional services
• Practical knowledge of web services, APIs, and other relevant technologies.
• Demonstrated ability to effectively develop support tools
• Skilled in defining work processes, providing guidance, and establishing SLAs and KPIs
• Strong problem-solving skills with the ability to manage multiple complex customer issues and drive them to resolution.
• Effective communication skills in English, at all organizational levels, including written, oral, and presentation skills