Support Manager

Company:

• Series-A funded scale-up FinTech business, taking the payments space by storm
• Recognised and partnered with leading global financial institutions and major blue-chip ecommerce businesses
• Enterprise clients are already entrusting these guys with their business! – It’s a great product
• Start-up flipping into scale-up mode!

Opportunity:

This ambitious and secure FinTech are seeking a skilled Technical Support Lead to take ownership of their Global Support team.

From day 1 you’ll lead a small team of 2x UK-based Support Engineers, whilst also owning the off-shore support partner relationship.

Within the role you’ll focus on the following key areas:

• Hands-on support (You’ll operate as an IC).
• Team leading and mentorship.
• Strategy and growth (You’ll be a BUILDER).
• Documentation (Best practise creation).
• Process & tech/ tool selection & implementation.

In summary, you’ll be a skilled hands-on leader, capable of building and leading a team, whilst creating scalable processes for customer/ technical support.

Experience required:

• A proven background of working in a technical support role within a complex software environment (API-first) – Ideally focusing on bespoke-software integration and advanced troubleshooting.
• Leadership experience and ideally exposure to managing an offshore support partner.
• Understanding of web technologies (REST API’s).
• SQL or NoSQL (Reporting & Investigation).
• In-depth knowledge of the payments industry (In-particular card payments).

In additional to the above technical skills, you’ll be comfortable and confident working in a scale-up business. You’ll be eager to roll your sleeves up, taking a proactive approach to resolving customer challenges. You’ll flourish in an agile environment and you’ll be eager to take ownership of technical support for a fast-growing FinTech business – This could lead to swift career development.

What’s on offer:

• A salary between £65,000-£75,000
• Fully-remote working
• Full benefits provided at request