Support Manager

Adding Trust
Fin-Tech Start-up in Stealth Mode

Job details

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Intro

  • Define processes for support team, including support materials to help with customer responses:

    • Email templates;
    • Decision trees to diagnose problems;
    • Configuration manuals;
    • Define short-list of tools to use to track customer requests.
  • Manage process of selection and hiring of customer service representatives;

  • Day-to-Day coordination of support team;

  • Define with other members of management team hardware/software requirements for support team.

Main requirements

  • Manager or team leader in a project responsible for support to foreign language clients;
  • Minimum experience as support manager: 4 years
  • Use, configuration and management of tools to track and organize customer requests;
  • Creation of customer support documentation, in particular step-by-step troubleshooting and configuration manuals;
  • Creation of knowledge bases of recurrent customer requests, and email/chat templates to cover them;
  • Management of teams working in 24 hour shifts
  • Advanced knowledge of English language;
  • Responsible and capable of independent work;
  • Proactive in and capable of problem solving;
  • Availability: 30 days or less.
  • Fluent conversational english.

Nice to have

  • Experience in the financial sector;
  • Experience with remote technical support.

Perks

  • A work contract with a Portuguese-based company, subsidiary of a US company;
  • Above market average salary, plus perks;
  • Flexible hours;

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