Support Team Lead

vor 2 Wochen

Salzburg, Österreich Oradian Vollzeit

**About Oradian**

At Oradian, we are passionate about enabling banks and fintechs to scale through technology. We have to be: after all, we live in a world in which demand for financial services far outstrips supply.

Our remedy is to partner with financial institutions, fintechs and neobanks, South East Asia and Africa to deliver highly efficient financial services.The unique approach we’ve taken is a SaaS core banking platform designed to allow financial institutions to scale, automate, iterrate and innovate

Our solution is a flexible SaaS core banking platform serving 10 million clients across the globe. We support more than 50 enterprise customers across 12 countries, and we always strive to innovate new ways to support our customers’ growth. Oradian’s approach and execution is validated by our customers’ success, growth, and our accolades.

If you are an individual who thrives on finding innovative solutions to meet the toughest of challenges, and who is eager to get your hands dirty - look no further.

At Oradian we have a fast-paced, high-growth and quickly evolving environment in which everyone plays a big role in contributing to our goal of supporting financial institutions & fintechs on their journey to scale financial services in some of the most remote places of the planet. We love what we do, so a positive attitude and passion for our mission are essentials for our team

**The Position**

The Support Team Lead will oversee an international team of technical support representatives and be responsible for ensuring the team provides exceptional support to our customers. They will manage the day-to-day operations of the support team, with a focus on ensuring our team of technical specialists becomes best in class. Since the majority of the team is based in the Asia timezone, they will also act as a Support agent for tickets from our customers in Africa.

**Responsibilities**:

- Manage a remote team of technical support representatives, providing coaching, training, and performance management.
- Act as a Support agent/individual contributor for a proportion of tickets.
- Learn about our product and its features, in order to have deep enough knowledge to effectively guide the team.
- Define, monitor and analyse team and agent specific performance metrics to identify areas for improvement and develop strategies to optimize team performance.
- Review and define performance standards, including relevant SLAs, ticket prioritisation and an effective daily routine.
- Configure Zendesk to support the monitoring and management of KPIs.
- Collaborate with internal teams to improve support-related processes, particularly second line internal technical support upon which the Support team relies.
- Collaborate with internal teams to ensure the Support team maintains up to date knowledge of new features and integrations, including payments and other API integrations.
- Act as an escalation point for complex and/or urgent customer issues, providing guidance and support to team members in their resolution.
- Investigate and implement tools and tactics to use resources effectively, including available automations and integrations.
- Develop and maintain documentation and processes for support team procedures, including technical guides and training materials.
- Manage scheduling and staffing for the support team to ensure coverage and support during business hours across different time zones.

**Qualifications**:

- 3+ years of experience in a technical support or customer service role in either banking or fintech, such as core banking software or payments solutions.
- 1+ years of experience in a leadership or management role, managing a remote team with different cultures.
- Understanding of APIs, payments integrations, and technical support best practices.
- Driven to continuously improve standards.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Experience with customer support software and tools (ideally Zendesk), including their configuration to support management of SLAs and KPIs.
- Excellent communication, interpersonal, and customer service skills.
- Empathy and a demonstrated ability to lead and motivate a remote team.
- Excellent level of English.
- Expertise in Excel.
- Accounting knowledge would be a plus.

**Location (Europe, Remote)**:
This role can be located anywhere in or adjacent to the CET timezone. Occasional (minimum once a quarter) travel required to the Croatia head office and/or Manila.

**What We Can Offer**
- Competitive compensation
- Flexibility around working location, anywhere in Europe works well
- Opportunity to work with a global team and customers
- Work with a successful, globally-applied SaaS business model

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