Technical support manager

We are building an innovative neobanking product at the intersection of Fintech and Web3 and are looking for a Technical Support Manager who will apply their managerial and technical expertise to build a technical support service from scratch. You will not only form and lead the team but also implement automation, AI solutions, and efficient user support processes.  

 What You’ll Do:  

• Build and lead the technical support team from the ground up  
• Develop and implement automated solutions (chatbots, AI, HelpDesk)  
• Optimize customer service by analyzing tickets, identifying bottlenecks, and improving the support experience  
• Manage the support team: set goals, track OKRs, and foster professional development 
•  Rationally analyze ongoing business processes in the support department and procure their continual improvement/automatization.
• Assure the best quality of service is provided at all times.
• Oversee support operations and implement best practices to scale support processes and ensure high service quality (SLA, CSAT, etc.).
• Collaborate with Product and Engineering to troubleshoot bugs and improve the user experience.
• Develop and maintain knowledge bases, FAQs, and support documentation.

Who We’re Looking For:  

• Proven experience as Support Team Leader.
• Experience in managing 3 and more subordinates.
• Automation expertise (chatbots, AI, HelpDesk, RPA)
• Upper Intermediate/Advanced English, both written and spoken.

• Strong technical understanding of blockchain protocols, wallets and crypto transactions.
• Familiarity with tools like Zendesk, FreshDesk, Jira or similar.
• Solid understanding of modern support operations, ticketing systems, and KPI tracking.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong leadership, communication, and team-building abilities.
• Customer-focused mindset with a passion for delivering exceptional service.

 Bonus Points For: 

• Experience in Web3 projects.
• Knowledge of KYC/AML or crypto custody security practices.
• Passionate about blockchain technology.
• Experience with remote-first or startup environments.

Benefits:

• Enhanced annual leave + Bank holidays
• 1 paid day off to celebrate your Birthday each year
• 1 paid day off to celebrate your service anniversary each year
• Paid Charity day
• Flexible working hours and remote working
• Annual training allowance
• Annual performance bonus pay
• Extensive opportunity to grow your career at an innovative FinTech

If you're passionate about building, optimizing, and automating rather than just maintaining—let’s talk! 🚀