Technical Support Manager

Summary

Join a dynamic FinTech company in Dubai (with remote options) as their Technical Support Manager, leading a global team of 20 across Tier 1, 2, and 3 support. You will develop and implement global support strategies, ensuring high-quality customer service and operational efficiency. Responsibilities include managing daily operations, optimizing processes using tools like Zendesk and Jira, and collaborating with other teams. This role requires proven leadership in global technical support, FinTech experience, and strong problem-solving skills. The company offers a fully remote opportunity, a permanent contract or B2B collaboration, and support for professional growth.

Requirements

• Demonstrated leadership in technical support and operations on a global scale
• Experience within the FinTech Industry
• Experience with Zendesk
• Knowledge of Jira, Klaus, and Workforce Management
• Deep knowledge of support strategies and best practices
• Superb problem-solving abilities and sound decision-making skills
• Excellent communication and interpersonal skills
• Enthusiastic about customer service and committed to providing exceptional support
• Must be fluent in English

Responsibilities

• Formulate and implement a global support strategy that aligns with the business goals
• Ensure a consistent and high-quality support experience is maintained across all regions
• Cultivate and lead a culture centered around customer obsession and excellence within the global technical support team
• Manage daily operations to ensure compliance with SLAs, KPIs, and quality standards
• Optimize support processes and workflows for greater efficiency and effectiveness using tools like Zendesk, Jira, Klaus, and Workforce Management
• Use data and analytics to identify trends, measure performance, and make informed decisions to refine support operations
• Develop and implement an effective self-service strategy utilizing the knowledge base and chatbot system; monitor usage to identify improvement areas
• Work closely with Product, Engineering, and other teams to champion customer needs and enhance product experience

Preferred Qualifications

Proficiency in another language

Benefits

• Work for a company developing unique FinTech services and products
• Fully remote opportunity
• Permanent contract or B2B collaboration
• A diverse and international work culture
• Support for professional growth and career development