Support Manager, Circit

• 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

Desirable

• 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