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- Tasks: Lead a global support team while providing hands-on technical support.
- Company: Join a fast-growing FinTech scale-up revolutionising the payments industry.
- Benefits: Enjoy fully remote work and comprehensive benefits tailored to your needs.
- Why this job: Be part of an innovative team, driving customer success in a dynamic environment.
- Qualifications: Experience in technical support, leadership, and knowledge of web technologies required.
- Other info: Opportunity for rapid career growth in a thriving start-up culture.
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 experiences in managing teams, especially in a remote or offshore context. Be ready to share specific examples of how you've built processes or improved team performance in previous roles.
✨Tip Number 4
Showcase your problem-solving skills by preparing for scenario-based questions. Think about challenges you've faced in technical support and how you resolved them, as this will highlight your hands-on approach and ability to thrive in an agile 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 relevant experience in technical support, especially within a software environment. Emphasise any leadership roles 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 your hands-on leadership style and how you plan to build and mentor a team while implementing scalable processes.
Showcase Relevant Skills: Clearly outline your technical skills, particularly your experience with API integrations, SQL or NoSQL databases, and your understanding of the payments landscape. Use specific examples to demonstrate your expertise.
Highlight Your Problem-Solving Approach: Describe your proactive approach to resolving customer challenges. Provide examples of how you've successfully managed support teams and improved processes in previous roles, showcasing your ability to thrive in a scale-up 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 in 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, share your leadership experiences. Talk about how you've mentored others and managed offshore support partners, showcasing your ability to build and nurture a high-performing team.
✨Demonstrate Understanding of the Payments Industry
Familiarise yourself with the payments landscape, particularly card payments. Be ready to discuss trends, challenges, and your insights into the industry, as this knowledge will be crucial for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think of examples where you've successfully implemented processes or selected tools that improved customer support, as this aligns with the company's focus on strategy and growth.
