Technical Support Lead

**Why**:
minka_ is an open network that enables money to flow.

We are powering the real time payments infrastructure of several countries and have enabled millions of people to move money instantly, using only a phone number and at no cost.

We are a lean, purposely small, well funded startup that is playing the long game. We are selective and take care of our (dream) team, so you will be well compensated. We value highly-motivated, somewhat crazy, and creative individuals that believe in our mission.

Our vision is to improve the way people interact with money.

**What**:
The Technical Support Lead will be responsible for the entire customer journey from beginning of case creation, to resolution. It is the bridge between the success of our customers and our internal teams. It is both an external role and an internal role facing our support and engine teams.

This is a customer-facing role in a highly collaborative and fast-paced environment and therefore requires exceptional soft skills with the bandwidth to prioritize and juggle several customer issues at once and to ensure that we respect the agreed service level agreement and the success of our customers.

**How**:
**Be an owner**:

- You'll take ownership of the customer support function and its team, processes and tools
- Build and manage a integration team that will support customer onboarding to our network
- Identify the nature of the issue and propose solutions
- Understand organizational goals, competitive landscape and technology trends to deliver best technical solutions possible
- Manage contracts and relations with customers, vendors, partners and other stakeholders related to support and integrations
- Ensure compliance with local and international laws (e.g. data protection)

**Be a solver**:

- Coordinate customer support and success operations and find ways to ensure customer retention
- Be the voice of minka in case of escalations for our key clients.
- Get stuff done, resolve issues and make your voice heard when necessary.
- You'll manage the resolution of incidents to ensure SLA compliance
- Collaborate with engine, product and revenue teams, and other stakeholders to establish and execute timeline workflows, benchmarks, goals, and detailed issue definitions.
- Learn, learn and learn at least 1/4 of your time

**Write it down**:

- Suggest improvements to technical solutions and update the technical documentation
- Keep up-to-date with platform releases
- Maintain and update the company knowledge base
- Implement efficient processes and standards
- Design policies that align with overall strategy
- Build and maintain the support knowledge base.
- Ensure transfer of knowledge on new features between product, engine and support team.
- Facilitate ideation sessions with clients to rapidly determine customer issues and possible solutions.
- Be the voice and the pen of our live customers within the company.

**Required skills**:

- You have 5+ years of experience working on and/or leading a Support Team or Customer Success Team in the financial services sector or a similarly regulated environment
- You have operational experience working with SLAs of mission critical SaaS or ASP solutions for enterprises (e.g. in financial services, tech companies)
- Bachelor’s degree in information technology or computer science.
- Knows how the internet and the web works on the network and protocol level, from TCP/IP to REST APIs
- Positive, motivated attitude, with an emphasis on excellent teamwork.
- Strong cross functional team leadership skills, including crafting aggressive but achievable objectives, managing team performance, and developing people.
- A good grasp of agile principles and executing in an agile environment.
- Fluent English and Spanish is a must
- Ability to travel when required and rotate on weekends

**Proffered skills**:

- Passionate about technology and about improving financial services.
- Know what is a bit and what is bitcoin.
- Linux beard
- Seen Mr. Robot tv show.