This role will involve managing a small team , ensuring exceptional service delivery across both technical support and customer support functions, and owning all related systems and processes
Technical & Customer Support Excellence: Ensure the team delivers seamless support for both technical issues and general customer inquiries, focusing on product troubleshooting, account management, and queries related to financial products or services
Collaborate with product and engineering teams to stay informed about product updates, API integrations, and technical features
Develop and maintain a robust knowledge base, documentation, and self-service resources for both customers and internal staff
Become an expert in the Circit product
Automation & Process Improvement: Lead initiatives to automate and streamline support workflows, reducing manual processes and increasing efficiency
Integrate automation tools, AI-driven chatbots, and other self-service resources to enable customers to resolve common issues quickly
Work with product and engineering teams to enhance documentation and introduce solutions that improve troubleshooting speed and customer satisfaction
Customer Experience Focus: Ensure outstanding customer experience by aligning team efforts with business goals and customer needs, particularly in the fintech space
Develop and maintain strong relationships with customers, ensuring their technical and financial concerns are addressed efficiently
Advocate for customer needs internally to ensure product development and support strategies are aligned
Manage Support Teams: Lead the Customer Support team directly and collaborate with Product Support teams through dotted line management
Ownership for the on call roster to ensure 24/5 covering
Staff Development: Conduct regular one-on-one meetings, performance reviews, and continuous coaching to foster staff development
Oversee day-to-day operations to ensure the team handles tickets efficiently and meets KPIs and SLAs
Reporting & Communication: Provide regular reports on team performance, ticket trends, customer satisfaction metrics, and automation impact
Maintain effective communication with internal stakeholders, including product, engineering, and operations teams
Ensure timely sharing of feedback and insights regarding recurring issues or product enhancements
Responsibility for key support metrics such as resolution and response time, and CSAT scores
Ticket Management & Escalation: Act as an escalation point for complex technical or customer queries and work with senior stakeholders and product teams as needed
Own ticket flow, handle escalations, and ensure timely resolutions
Requirements:
We are seeking an experienced, hands on and results-driven Support Manager to lead the end-to-end support function across our organisation, covering Customer Support and Product Support
3+ years experience in a technical / customer support management role
Experience managing T1 to T3 support staff, balancing both technical and customer-facing needs
An eye for solving problems and continuous improvement
Excellent communication and collaboration abilities
Demonstrable multitasking and time management skills
Proven leadership ability to manage, develop, and inspire a diverse team
Excellent communication skills with the ability to explain technical issues in simple, customer-friendly terms
Strong problem-solving and decision-making abilities, especially in high-pressure scenarios
A hands on approach with the ability to focus on both the detailed issue and the bigger picture
Previous experience in a SaaS startup environment particularly FinTech
Previous experience with ticketing systems such as Intercom
Previous experience with project management tools such as Asana
Previous experience with product development and monitoring tools
