Technical Support Team Leader

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

Requirements:

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)

On 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

Will be nice that you have:

Previous experience in online/fin-tech companies
Bachelor of Sciences in Computer Science