Match score not available

Technical Support Team Lead

unlimited holidays - fully flexible

Remote:

Hybrid

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Cluj-Napoca (RO)

Offer summary

Qualifications:

Bachelor’s degree or equivalent experience, 3+ years in technical support, with 2 years in leadership, Strong familiarity with SaaS platforms and ticketing systems, Excellent communication skills with varied stakeholders, Proven problem-solving abilities in fast-paced environments.

Key responsabilities:

Lead and manage Technical Support Analysts, providing coaching
Ensure timely resolution of complex customer issues
Build relationships with customers to enhance retention
Analyze support workflows for process improvements
Monitor key performance metrics and implement strategies

ComplyAdvantage Media & Entertainment Scaleup https://complyadvantage.com/

201 - 500 Employees

See more ComplyAdvantage offers

Job description

What you will be doing:

We are seeking an experienced Technical Support Team Lead to oversee and elevate our technical support team. This role is ideal for a highly motivated leader passionate about delivering exceptional customer service and driving continuous improvement. The successful candidate will be responsible for leading a team of Technical Support Analysts, fostering a high-performance culture, and ensuring timely, effective support for our platform customers.

As a Technical Support Team Lead, you will take care of:

Team Leadership & Management

Lead, mentor, and manage a team of Technical Support Analysts, setting clear goals and expectations
Conduct regular reviews, one-on-ones, and provide ongoing coaching and development
Foster a collaborative, solution-oriented environment to improve team performance and job satisfaction

Technical Support Excellence

Ensure high-quality, timely resolution of complex customer issues by monitoring team performance, support ticket handling, and customer satisfaction metrics
Serve as the point of escalation for complex technical issues and ensure quick resolution while maintaining customer relationships
Support and implement technical support policies, standards, and procedures to maintain a consistent level of service excellence

Customer Relationship Management

Build strong, trust-based relationships with key customer stakeholders to understand their technical needs and ensure customer retention and satisfaction
Proactively identify common customer issues and work cross-functionally to implement solutions that improve the customer experience

Process Improvement & Documentation

Continuously analyse support workflows and data to identify opportunities for efficiency and process improvement
Develop and maintain a comprehensive knowledge base, FAQs, and support documentation to enable self-service and support team training
Collaborate with Product and Engineering teams to relay customer feedback and contribute to product improvements

Metrics & Reporting

Monitor and report on key performance metrics (e.g., response times, resolution rates, NPS scores) to leadership, identifying trends and improvement areas
Develop and implement strategies to meet and exceed team KPIs, enhancing both customer satisfaction and operational efficiency

Training & Development

Identify training needs for the team and ensure consistent onboarding and ongoing training in platform functionalities, support best practices, and customer service skills
Keep the team updated on new product releases, technical developments, and industry trends relevant to customer support

About you:

As a Technical Support Team Lead, you will have:

Bachelor’s degree or a related field, or equivalent work experience
3+ years in technical support, with at least 2 years in a leadership or supervisory role, ideally within a B2B SaaS environment
Strong technical acumen and familiarity with SaaS platforms, ticketing systems, and support frameworks
Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders
Proven problem-solving skills, with the ability to prioritise effectively in a fast-paced environment
Familiarity with cloud technologies, APIs, SQL, and software troubleshooting; experience in AWS, GCP is a plus
Strong customer orientation and a passion for delivering high-quality support and service
Availability to work the US shift: 17:00 - 02:00, Mon-Fri.

What’s in for you?

Competitive salary aligned to your skills and experience
Equity as we want you to have a part of what we are building
Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team
You will also get an annual budget to kit out your home office
Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
Annual learning budget to drive your performance and career development
Meal Vouchers 35 RON/ Day
Access to an Employee Assistance Programme (Atlas)
Medical Insurance
7Card Subscription (upon request)

About us:

ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime.

More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.

We have five global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital.

Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.

At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.

We will handle your information in accordance with our Privacy Policy. For further information, please click here.