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Technical Support Manager
2 months ago
Job Title: Support Manager
Location: Poole, remote or hybrid possible for significant accountancy industry experience
Type: Full-Time
About Us:
We are a rapidly growing fintech startup revolutionizing cloud-based financial services. Our innovative platform is designed to simplify financial processes for individuals and businesses by leveraging cutting-edge cloud technologies. As we continue to scale, we are looking for a highly motivated First Line Support Manager to lead and mentor our support team, ensuring our customers receive exceptional service and technical assistance.
Role Overview:
As the first-line support Manager , you will oversee the daily operations of the first-line support team, ensuring that customer inquiries and technical issues are resolved efficiently and professionally, that SLAs are being met, reports are ran, etc. You will play a critical role in driving team performance, setting operational standards, and fostering a culture of continuous improvement. Working closely with the second-line support, product, and engineering teams, you will ensure that customer issues are escalated appropriately and resolved promptly. This is a hands-on role in a fast-paced startup environment that requires leadership, strategic thinking, and a customer-first mindset.
Key Responsibilities:
- Team Leadership: Manage, mentor, and motivate a team of first-line support specialists, ensuring high levels of performance and professionalism in responding to customer queries.
- Accounting or Financial Services software or industry knowledge
- Operational Oversight: Oversee day-to-day operations of the support team, ensuring adherence to SLAs and providing guidance on complex issues.
- Performance Monitoring: Track team KPIs, including response times, resolution rates, and customer satisfaction, using these metrics to drive improvements in support processes.
- Training & Development: Provide ongoing training and development to first-line support staff, ensuring they have the technical knowledge and customer service skills necessary to excel.
- Escalation Management: Ensure proper escalation of complex technical issues to second-line support, engineering, or product teams, following up on escalated cases to ensure resolution.
- Process Improvement: Continuously assess and refine support processes, identifying bottlenecks or inefficiencies, and implementing changes to enhance the customer support experience.
- Customer Experience: Ensure that customer inquiries are handled with empathy, professionalism, and a focus on delivering the best possible experience.
- Collaboration: Work closely with second-line support, product, and engineering teams to ensure smooth communication, timely resolution of customer issues, and product feedback loops.
- Reporting: Produce regular reports on team performance, customer satisfaction, and recurring issues, presenting actionable insights to senior management.
Qualifications:
- Experience: 3-5 years of experience in customer support or technical support roles, with at least 2 years in a leadership or management position, ideally within a fintech, SaaS, or cloud-based environment.
- Leadership Skills: Proven experience managing a support team, with a focus on coaching, performance management, and staff development.
- Technical Knowledge: Familiarity with cloud technologies, SaaS platforms, and basic troubleshooting of web or mobile applications. Understanding of APIs, system integrations, or financial platforms is a plus.
- Problem-Solving Ability: Strong analytical skills, with the ability to identify and resolve recurring issues, streamline processes, and improve overall team efficiency.
- Customer-Focused: A passion for delivering exceptional customer service, with a deep understanding of customer needs and a commitment to ensuring a positive experience.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to both customers and team members.
- Organizational Skills: Strong multitasking and time management abilities, with experience managing competing priorities in a fast-paced, high-pressure environment.
Preferred Qualifications:
- Experience in fintech, payments, or financial services industries.
- Familiarity with CRM systems (e.g., Zendesk, Freshdesk) and ticketing tools.
- Knowledge of cloud-based platforms (e.g., AWS, Google Cloud) and basic networking or system troubleshooting.
- Experience implementing support automation tools (chatbots, self-service systems).
