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- Tasks: Lead a global support team and provide hands-on technical support.
- Company: Join a fast-growing FinTech scale-up revolutionising the payments industry.
- Benefits: Enjoy fully remote work and comprehensive benefits.
- Why this job: Be part of a dynamic team, drive growth, and shape customer support processes.
- Qualifications: Experience in technical support, leadership, and knowledge of web technologies required.
- Other info: Opportunity for rapid career development in an agile environment.
The predicted salary is between 52000 - 72000 £ per year.
Company: Series-A funded scale-up FinTech business, 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 Head of Support 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 practice 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 APIs).
- SQL or NoSQL (Reporting & Investigation).
- In-depth knowledge of the payments industry (in particular card payments).
In addition 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-£90,000. Fully-remote working. Full benefits provided at request.
Head of Technical Support employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Technical Support
✨Tip Number 1
Familiarise yourself with the latest trends in the payments industry, especially around card payments and API integrations. This knowledge will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with professionals in the FinTech space, particularly those who have experience in technical support roles. Engaging with them on platforms like LinkedIn can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully built and mentored teams in the past. Be ready to share specific examples of how you've improved processes or implemented new tools in previous roles.
✨Tip Number 4
Showcase your problem-solving skills by preparing for scenario-based questions. Think about common challenges in technical support and how you would approach resolving them, especially in a fast-paced scale-up environment.
We think you need these skills to ace Head of Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in technical support, especially within complex software environments. Emphasise any leadership roles you've held and your familiarity with web technologies and the payments industry.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with their needs, particularly your hands-on support experience and ability to build scalable processes.
Showcase Relevant Skills: When detailing your skills, focus on your knowledge of REST APIs, SQL or NoSQL databases, and your experience with bespoke software integration. Highlight any specific achievements that demonstrate your problem-solving abilities.
Prepare for Potential Questions: Anticipate questions related to team leadership, managing offshore support partners, and your approach to creating best practices. Be ready to discuss how you would handle customer challenges in a fast-paced environment.
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Showcase Your Technical Expertise
Be prepared to discuss your experience in technical support, especially within complex software environments. Highlight specific examples of how you've handled bespoke software integration and advanced troubleshooting, as this will demonstrate your capability to lead the team effectively.
✨Emphasise Leadership Skills
Since the role involves leading a small team, it's crucial to convey your leadership experience. Share instances where you've mentored others or managed teams, particularly in an offshore context, to show that you can inspire and guide your support engineers.
✨Demonstrate Understanding of the Payments Industry
Familiarise yourself with the payments landscape, especially card payments and web technologies like REST APIs. Being able to discuss industry trends and challenges will position you as a knowledgeable candidate who understands the business's core operations.
✨Prepare for Agile Environment Questions
Expect questions about your adaptability and experience in agile environments. Be ready to share how you've thrived in fast-paced settings and how you approach problem-solving proactively, as this aligns with the company's scale-up culture.
