Technical Support Team Leader

*About the role:*

We are looking for a talented Team Leader to join our Customer Experience team.

Step 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/fintech companies
* Bachelor of Sciences in Computer Science

Job Type: Full-time