Technical Support Team Leader

We are looking for a talented Team Leader to join our Customer Experience team

Step into our world, where advanced technologies take center stage, transforming the online trading experience.

With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.

Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.

We offer an excellent work environment where you will be challenged and encouraged to grow professionally

• Manage and maintain a team of 4 support engineers, manage working hours and ensure full coverage during our required hours.
• Define and implement methods, procedures, tools, and policies to meet the team’s KPIs and service SLAs and ensure high-quality service is delivered to customers.
• Effectively manage the daily Support operation, prioritize incoming issues and act as key contributor and facilitator for improvements in the Support operation.
• Work closely with R&D, Product, and CS teams to verify progress of customer issues as expected.
• Be responsible for the team’s performance and career development, knowledge and skills while ensuring a high level of employee satisfaction within the team.
• Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.
• Collaborate daily with the Support Special team leader to improve and maximize the overall support department performance 

• Proven experience as a Team Leader or Supervisor
•       At least 3 years of experience in Technical Support/Similar position – Must
•      Natural “Can Do” approach and high level of assertiveness
•       Passion for a constant self-challenge, learning and development
•       Proven ability to work in a very demanding and stressed work environment
•       Highest level of commitment and loyalty
•       Ability to manage multiple tasks and priorities under high pressure
•       Excellent customer and service orientation
•       Strong verbal and written English and excellent interpersonal skills
•       Excellent communication and leadership skills
•       Fluent English (both written and spoken)

•     Previous experience in online/fin-tech companies
•     Bachelor of Sciences in Computer Science