Technical Customer Support Team Lead

Key responsibilities:

• Hands-On Operations (70%):
• Personally handle high-priority escalations and complex cases, ensuring fast and accurate resolution.
• Work directly with support platforms (e.g., Jira, Salesforce, Zendesk) to optimize ticket flows, automate responses, and manage configurations. Integrate and maintain AI-based solutions (e.g., chatbots, auto-routing, ticket deflection) into the support process. Use tools like Postman, Grafana, Splunk to assist in diagnostics and troubleshooting of platform issues.
• Monitor real-time queues and support metrics to ensure responsiveness and SLA compliance.
• Regularly audit ticket history and agent activity to uphold support quality and identify improvement areas.


• Data-Driven Execution:
• Define and track operational KPIs (e.g., CSAT, FCR, NPS, SLA adherence, resolution time).
• Create and maintain dashboards and reporting tools to provide visibility into performance and trends.
• Analyze customer support data and behavior to identify bottlenecks and introduce proactive improvements.


• Leadership & Strategic Development (30%):
• Lead and coach a distributed team of support agents, fostering a culture of excellence, accountability, and empathy.
• Rebuild and optimize support structures, team responsibilities, and workflows using ITIL, KCS, and Agile Service Management methodologies.
• Align support goals with business outcomes; collaborate closely with Product, Engineering, and Risk teams to enhance the end-to-end customer experience.
• Own knowledge management, support documentation, and internal training processes.
• Drive service innovation by evaluating and implementing modern tools and frameworks that enhance efficiency and scalability.
• Requirements 3+ years of experience in customer support leadership, preferably in fintech or digital banking environments.
• Strong knowledge of financial services products, regulations, and customer expectations in fintech/banking.
• Demonstrated ability to build or modernize support organizations, including automation and process design.
• Practical experience with ticketing and CRM tools such as Jira, Zendesk, or Salesforce.
• Experience with AI/automation platforms and self-service enablement (chatbots, automated routing, etc.).
• Familiarity with diagnostic and monitoring tools (Postman, Splunk, Grafana). Working knowledge of ITIL, KCS, or Agile support practices.
• Strong analytical skills with a data-driven approach to service management and performance improvement.
• Fluent English (written and spoken), excellent communicator, highly reliable and self-driven.

Requirements:

• Proven experience (3+ years) leading, transforming, and scaling customer-facing support teams.
• Proven track record of building or modernizing customer support departments, including introducing new technologies, frameworks, processes, and KPIs.
• Strong practical knowledge of support best practices and frameworks (ITIL, KCS, Agile Service Management).
• Hands-on experience implementing AI-driven support technologies (e.g., chatbots, self-service knowledge bases, automation platforms).
• Familiarity with monitoring and diagnostic tools (e.g., Splunk, Postman, Grafana).
• Excellent leadership, coaching, and motivational skills, with experience managing teams through change and scaling phases.
• Strong proficiency with ticketing and incident management systems (e.g., JIRA, SalesForce, or similar platforms).
• Data-driven approach — able to pull data, analyze key metrics (CSAT, FCR, NPS), and drive decisions to improve performance.
• Demonstrated ability to define, manage, and report on support KPIs and SLA targets effectively.
• Fluent English (both written and verbal).
• High stress resilience, responsibility, and a proactive, ownership-driven attitude.