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Customer Support Operations Manager

hace 1 mes

Medellín, Antioquia, Colombia Tipalti A tiempo completo

The Technical Customer Support Team Lead plays a pivotal role in supervising an assigned Customer Support Engineer team, addressing complex escalated technical customer issues, and collaborating with leadership on department initiatives.

About Tipalti:

Tipalti is a leading fintech company that has raised $270 million in Series F funding, valuing the organization at over $8.3 billion. The company aims to transform financial operations for high-velocity organizations, rivaling those of the Fortune 5000.

Responsibilities:

  • Providing supervision, coaching, and training/professional development to the assigned team.
  • Collaborating with teams across Customer Success, Product, and Engineering on customer trends and product feedback.
  • Owning team KPIs and being accountable for team results, progress on goals.
  • Responding to complex escalated issues, categorized as Sev2/Red.
  • Overseeing and collaborating on Support team projects and initiatives.
  • Maintaining up-to-date knowledge on product updates and the product roadmap.
  • Overseeing the development and maintenance of department documentation and training materials.
  • Collaborating with leadership on department initiatives.

About You

  • Bachelor's degree in a business-related field or equivalent experience.
  • Proven deep experience in providing hands-on technical support.
  • Experience in providing training, mentorship, and coaching to others.
  • Experience in a SaaS and/or Fintech environment preferred.
  • Experience in a project management role is helpful.
  • Excellent written and verbal communication skills in English.
  • 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.
  • Experience with reading and understanding HTML code and performing advanced debugging.