Bankjoy is hiring a
Technical Support Manager

Summary

The job is for a Tech Support Manager at Bankjoy, a FinTech startup that provides digital banking products. The role involves leading a tech support team, technical troubleshooting, client interaction, process optimization, team development, cross-functional collaboration, and reporting and analytics.

Requirements

• Minimum of 7-10 Years of Experience: At least 7 years of experience in technical support or customer support roles, with a strong background in troubleshooting complex software issues
• Leadership Experience: A minimum of 3 years in a leadership or management role, with proven success in building and leading high-performing tech support teams
• Deep Technical Proficiency: Extensive experience with APIs, software integrations, and digital banking products, with a hands-on approach to solving technical problems
• Client-Facing Skills: Exceptional communication skills, with the ability to explain complex technical concepts to non-technical clients and manage high-stakes interactions

Responsibilities

• Lead and Manage the Tech Support Team: Recruit, train, and mentor a team of tech support representatives
• Technical Troubleshooting Expertise: Serve as the go-to expert for diagnosing and resolving complex technical issues related to our digital banking products, APIs, and integrations
• Client Interaction: Act as one of the primary escalation points for technical issues, providing clear and effective communication with clients to resolve their concerns
• Process Optimization: Develop and refine support processes to streamline issue resolution, reduce response times, and enhance overall customer satisfaction
• Team Development: Foster a culture of continuous learning and improvement within the team, providing ongoing training and development opportunities
• Cross-Functional Collaboration: Work closely with product development, engineering, and sales teams to ensure alignment and address client needs proactively
• Reporting and Analytics: Track key performance indicators (KPIs) and provide regular reports to senior management, using data to drive improvements in support operations

Preferred Qualifications

Adaptability and Cultural Fit: A proactive, innovative, and adaptable mindset, with a strong commitment to Bankjoy’s mission and values

Benefits

• A fast-paced and collaborative environment
• Competitive compensation
• Stock options at a well-funded startup
• 100% medical, dental and vision coverage for you and 50% for your family on our base plans. (US Employees & Canadian Employees)
• 401(k) plan with 4% company matching (US Employees)
• 4 weeks PTO and 5 health days
• 18 holidays
• Performance-based bonuses (US & Canadian Employees)
• Remote first culture