Technical Support Manager

Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

The Role

As the Tech Support Manager, you will be responsible for leading and developing a high-performing tech support team. You will leverage your deep technical troubleshooting expertise to resolve complex issues and guide your team in delivering exceptional support to our clients. This role requires a strong leader who can effectively manage a team in a fast-paced environment while maintaining a hands-on approach to technical problem-solving.

This position pays between 120k-140k CAD per year.

In this role, you will:

• Lead and Manage the Tech Support Team: Recruit, train, and mentor a team of tech support representatives, ensuring they have the skills and knowledge needed to support our products effectively.

• Technical Troubleshooting Expertise: Serve as the go-to expert for diagnosing and resolving complex technical issues related to our digital banking products, APIs, and integrations.

• Client Interaction: Act as one of the primary escalation points for technical issues, providing clear and effective communication with clients to resolve their concerns. 

• Process Optimization: Develop and refine support processes to streamline issue resolution, reduce response times, and enhance overall customer satisfaction.

• Team Development: Foster a culture of continuous learning and improvement within the team, providing ongoing training and development opportunities.

• Cross-Functional Collaboration: Work closely with product development, engineering, and sales teams to ensure alignment and address client needs proactively.

• Reporting and Analytics: Track key performance indicators (KPIs) and provide regular reports to senior management, using data to drive improvements in support operations.

What you bring:

• Minimum of 7-10 Years of Experience: At least 7 years of experience in technical support or customer support roles, with a strong background in troubleshooting complex software issues.

• Leadership Experience: A minimum of 3 years in a leadership or management role, with proven success in building and leading high-performing tech support teams.

• Deep Technical Proficiency: Extensive experience with APIs, software integrations, and digital banking products, with a hands-on approach to solving technical problems.

• Client-Facing Skills: Exceptional communication skills, with the ability to explain complex technical concepts to non-technical clients and manage high-stakes interactions.

• Adaptability and Cultural Fit: A proactive, innovative, and adaptable mindset, with a strong commitment to Bankjoy’s mission and values.

• Domain Experience: Exposure to Fintech banking industry. 

What you get:

• A fast-paced and collaborative environment 

• Competitive compensation

• Stock options at a well-funded startup

• 100% medical, dental and vision coverage for you and 50% for your family on our base plans. (US Employees & Canadian Employees)

• 401(k) plan with 4% company matching (US Employees)

• 4 weeks PTO and 5 health days

• 18 holidays

• Performance-based bonuses (US & Canadian Employees)

• Remote first culture

   

Equal Employment Opportunities at Bankjoy

Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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