Technical Support Team Lead in Fintech

hace 1 semana


Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

About Sd Solutions

We are a cutting-edge fintech company looking for a skilled Technical Support Team Lead to join our team.

Salary: The estimated salary range for this position is $80,000 - $120,000 per year, depending on experience and qualifications.

Job Description:

The Technical Support Team Lead supervises an assigned team of Customer Support Engineers, responds to complex escalated technical customer issues, and collaborates with leadership on department initiatives.

Responsibilities:

  • Provide supervision, coaching, and training to the assigned team.
  • Collaborate with teams across Customer Success, Product, and Engineering on customer trends and product feedback.
  • Owning team KPIs and being accountable for team results and progress on goals.
  • Respond to complex escalated issues, categorized as Sev2/Red.
  • Initiate, oversee, and collaborate on Support team projects and initiatives.
  • Maintain up-to-date knowledge on product updates and the product roadmap.
  • Oversee the development and maintenance of department documentation and training materials.
  • Collaborate with leadership on department initiatives.

Requirements:

To be successful in this role, you will need:

  • A Bachelor's degree in a business-related field or equivalent experience.
  • At least 5 years of hands-on customer support experience.
  • At least 2 years of experience providing training, mentorship, and coaching to others.
  • Experience in a SaaS, ERP, and/or Fintech environment is preferred.
  • Project management experience is helpful.
  • Excellent written and verbal communication skills in English.
  • Proficiency in the official language of the country or province may be required depending on the location.
  • Ability to work in a fast-paced environment, managing multiple priorities with detail and accuracy.
  • Excellent problem-identification and problem-solving skills.
  • Extensive experience working with ticketing systems (e.g., Zendesk) and/or CRM systems (e.g., Salesforce).
  • Extensive experience with payment systems is a plus.
  • Ability to read and understand HTML code and perform advanced debugging is a plus.

Location: Medellín, Antioquia. Ability to commute or relocate before starting work is required.

Language: English is required.


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