Nda, Fin Tech Global Support Team Lead

hace 6 días

Colombia SD Solutions A tiempo completo

On behalf of NDA Company (Fin Tech), SD Solutions is looking for a talented **Global Support Team Lead **to step onto a fintech unicorn rocketship
- SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer._

As a Global Support Team Lead, you will be responsible for providing leadership and direction to a global team of Technical Support Engineers who are in charge of technical product support to our customers.

You will be supervising, coaching, and guiding in regard to daily operations. You will also create strategies and processes for your team to meet the Company's objectives and goals. You will ensure that your team provides quick and thorough troubleshooting and high-quality, effective resolution of challenging issues reported by the operation teams.

**Responsibilities**:

- Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met as well as other goals
- Initiate, plan, and execute cross-functional projects as required
- Act as a focal point for all internal teams which includes Developers, Product, Implementation, Customer Support, and Customer Success.
- Mentor team members - identify areas for continued learning and development and define career paths through personal meetings and yearly reviews
- Prioritize and address critical issues raised by the Ops teams
- Independently handle complex issues while keeping Support and other stakeholders informed
- Develop and implement procedures, methods, and processes to keep operational efficiency
- Ensure knowledge is documented in the Confluence and drive knowledge transfer from your team to other functions in the organization

**Requirements**:

- **3** or more years of technical support engineering experience
- ** 2** or more years managing people or** as a Team Lead**:

- Deep knowledge of technical support-related performance indicators and Service Level Agreements (SLA's)
- Excellent communication, project management, and multi-tasking skills.
- Passion for customer service, relationship building, and self-learning
- Experience recruiting, mentoring, developing, and motivating engineering teams
- Proven experience with databases and high-level SQL queries
- Excellent written and verbal communication skills in English
- Flexibility to occasionally work outside of normal working hours

**Advantages**:

- Experience working with global Operation teams
- FinTech Industry experience

**About the company**:
It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.

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