The Opportunity
We're seeking a results-oriented, self-starter, well-rounded Senior Lead of Technical support to join our dynamic, driven team.
Our digital identity company believes in a future where customers can perform any transaction without friction. We enable banks, fintech, retailers, marketplaces, healthcare systems, and many others to provide their customers more secure and delightful experiences. Our flagship suite, Incode Omni, offers an end-to-end omnichannel identity platform that helps businesses address their identity needs, from digital onboarding and know-your-customer (KYC) to omnichannel authentication and more.
We’re rapidly scaling our close-knit team, and we’re looking for leaders who are curious, driven, and excited about ownership!
Our tech stack Mobile (iOS, Android, hybrid - React, Xamarin, Flutter), API/Microservices, AWS/Azure
Responsibilities
- Create the infrastructure, team, processes, and vision for world-class 24/7 operations
- Oversee the day-to-day operations of the Technical Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Provide direct supervision of the technical support staff
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 2 or 3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- Record and track team SLAs and workflows
- On-board all-new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Evaluate and analyze Salesforce case trends to prevent future issues
- Experience in Postman, Unix command line tools (grep, awk), scripting language like python or bash
Requirements
- Bachelor Degree or College Diploma in a relevant field preferred
- Previous experience in a leadership or management role, preferably in the Internet sector.
- Excellent communication skills with a strong customer focus
- Bilingual: English and Spanish are required
- Strong project reporting skills, with a focus on interdepartmental communication
- Open to learn, develop, change, experiment, and have fun!
