Support Team Lead, FISPAN
CA$79.3-93.2k
ERP banking platform
Be an early applicant
ERP banking platform
101-200 employees
Be an early applicant
CA$79.3-93.2k
101-200 employees
Company mission
FISPAN's mission is to help banks easily connect with their corporate clients.
Role
Who you are
- 2+ years of experience leading customer-facing support teams
- Expertise in digital and self-service support models
- Heavy knowledge and handling of customer service management methodology and techniques
- Excellent verbal and written communication skills for effective interaction with partners and internal teams
- Excellent leadership, interpersonal and customer service skills
- Strong analytical and problem-solving skills
- Ability to make data-driven decisions to improve efficiency, scalability, and the client experience
- Relentless focus on quality and associated QA procedures for your staff, with a proven record of delivering continuous improvement to achieve company goals and high standards of quality
- Innovative and able to find new ways to respond to customer needs, resolve problems, and manage escalations while adhering to uniform policies
- Works collaboratively with other team members of all levels
- Lives and works honestly and with integrity
What the job involves
- Leading a growing team of 3 high performing technical support agents
- Team building, including supporting the interview process for new hires, ensuring constant development of staff, and identification of high-performer / high-potential staff
- Defining KPIs and managing real-time dashboards to monitor and measure success
- Provide ongoing training and professional development opportunities for the technical support team, including product knowledge, technical skills, and customer service best practices
- Encourage and support training programs and other learning initiatives to enhance the team's expertise and capabilities
- Oversee the resolution of escalated technical issues related to our SaaS payments platform, ensuring timely and effective responses to customer inquiries
- Act as a point of contact for high-priority or complex customer issues, providing expert guidance and support to resolve them efficiently
- Monitor support ticket queues, prioritize tasks, and ensure that SLAs are consistently met or exceeded
- Assessing and optimizing all processes, policies, and systems
- Overseeing daily team workflows, systems, response and resolution times, and quality
- Drafting, implementing and executing policies and procedures to facilitate a quality customer service experience
- Work closely with Partner Success, Product, Engineering and our command center teams
Our take
Small/medium sized businesses (SMBs) have come under heightened operational pressure over recent years. It’s no help that this group has historically been radically underserved by legacy banks, but now the tide is turning: many banking institutions are doubling down on improving the quality and efficiency of their commercial banking solutions, and software company FISPAN is helping them get there.
FISPAN helps companies embed their commercial banking services into the existing ERP or accounting software their customers use to run their business. It’s a great way for banks to outsource the level of innovation required to keep up with commercial client demand - and, therefore, a great way of competing with the more agile neobanks, who are siphoning off legacy banking clients in substantial numbers.
FISPAN’s astute positioning has made its platform increasingly attractive for banks under pressure to keep up with the break-neck pace of change in fintech. It’s taking advantage of it too, with plans to expand to the lucrative European and Asian Pacific banking markets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-31% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2023
$2m
SERIES A
Dec 2021
$13.9m
SERIES A
Total funding: $40m
Company benefits
- 4-Week Vacation
- Health & Wellness Coverage
- 100% Parental Leave Top-Up
- Downtown Vancouver Offices & Amenities including fitness centre
- Daily Coffee Runs & Weekly Team Lunches
- MacBook / Apple equipment
Company HQ
Coal Harbour, Vancouver, BC
Leadership
Andrea Zand
(Operations Lead)A Simon Fraser University Graduate, with previous experience as an Operations Manager at Aisco Industrial Supply.
Clayton Weir
(CEO)Previously worked as a Senior Analyst and then Head of Growth at BC Tech. Underwent a Teaching Team entrepreneurship with the University of British Columbia, and spent over 5 years on the board of car-sharing co-operative Modo.
Lisa Shields
(Executive Chair)Held senior software engineering roles at MacDonald Dettwiler and Environmental Criminology Research Inc., before moving on to found and serve as CEO/Director of gig economy global payments company Hyperwallet. They are a committee member for FinPay Canada, and on the Board of Directors for Thinkific.
Valery Novikov
(CTO)Held a number of senior software roles at Netcracker Technology, before moving on to found NV Trading. Alongside work at FISPAN, they work as an Instructor at UBC Sauder School of Business.
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