Customer Support Team Lead

Permanent employee, Full-time · Av Andalucia, 30

Your mission
We are looking for an experienced Customer Support Team Lead to join our team in Malaga. The successful candidate will be someone who has experience managing small technical teams, is highly organized, and is a great communicator.
 
The support service itself will be delivered mainly from Málaga but we have teams on other locations around the world. This is a hands-on role, with your time being split between mentoring your team, overviewing the operation, and improving the Customer Support Experience for our clients.

What you'll do:
  • Manage and coordinate the Customer Support teams
  • Scale up the team as the business requires and train new hires
  • Provide guidance and governance for the support function
  • Operate in a 24/7 rotation for Level 1 / Level 2 / Level 3 support
  • Review and resolve escalations if a support team member is unable to address a customer’s question or complaint
  • Contribute to and deliver enhancements that support the continuous improvement of processes and controls within the team adopting ITIL best practices where possible
  • Explore and evaluate new processes, techniques, and tools to continuously improve the Customer Support experience for our clients
What you bring:
  • BS or MS degree in Computer Science or a related technical field
  • Sound Jira and Confluence knowledge to manage support tickets and documentation
  • Excellent organizational and communication skills
  • Slightly paranoid view about security and privacy
  • Proactive attitude and pragmatic approach to solving problems and delivering solutions
  • Thorough understanding of available technology along with the ability to research and evaluate different options
  • Experience leading a technical customer support team (1-2 years)
  • High level of English (Minimum C1)
Bonus Points:
  • A passion for cryptocurrencies and blockchain
  • Experience in Fintech
What we offer:
  • Work from home or from our office in the centre of Málaga
  • Challenging and exciting projects at an innovative international company that uses cutting-edge tech and Apple equipment
  • Collaborative teams and agile multicultural environment
  • Competitive salary with flexible compensation plan
  • Flexible working hours and hybrid WFH model
  • 25 paid vacation days + public holidays
  • Private health insurance
  • Relocation Package for you and your family, including soft-landing service to help you settle in
  • Free English/Spanish lessons
  • Free parking provided if needed
  • Amazing office in Málaga city centre
  • Team building events, learning labs and corporate events
  • Ongoing learning and professional development opportunities
  • Office perks including games console, football table, books; fully stocked kitchen with unlimited coffee, organic fruit, ice-cream, etc
  • Great Place to Work certified - Málaga Best Workplaces
About us
We integrate digital assets into enterprise and institutional treasury operations. 

From payroll to cross-border transactions, Fortris was built from the ground up to slot right into your existing financial tooling.

Founded in 2017 by a team of payment and security veterans, we’ve designed a platform that links directly into a company’s infrastructure, making the adoption of digital assets simple.

As the world changes, we are ready to help your organization transition to the next step in financial technology.
We're hiring.
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