Technical Support Manager

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. backed by leading investors and serves the worlds most essential fintech and technology companies. Together with its partners,  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 to be named to American Bankers 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