● Establishment of the support department from scratch, considering all possible flows and interactions within the company.
● Map and identify different customers of the system. Develop Support matching processes.
● Manage the daily support operations to provide high quality services, customer focused technical support and on-time deliveries that meet and exceed customers' expectations.
● Monitor and prioritize service requests, escalate critical customer problems and participate in solving technical challenges to ensure prompt and high quality solutions.
● Develop methods and instructions for better troubleshooting performance.
● Help to manage customer relationships, listen to customer needs and be the customer advocate that helps to drive product and service improvements. Develop Support processes to improve efficiency.
● Demonstrate a strong understanding and knowledge in customer behavior.
● Solve tickets according to service level agreements and support processes. Develop competences and work 'hands-on' with other teams to provide outstanding services.
● Take ownership of customer requests/escalations and work directly with customers when needed.
● Identify root causes between issues and propose corrective actions, share important information widely to all relevant parties.
● 5+ years of proven global experience in leading Customer success operation
● Experience in building support teams.
● Hands-on team player.
● Customer oriented approach.
● Excellent soft skills. Trusted advisor for Colleagues and customers.
● Innovative, critical thinker with strong writing and communication skills.
● Fluent English - written and verbal.
● Skilled at working effectively with cross-functional teams in a matrix organization.
● Service minded, fluent, emphatic but determined in customer interface, with the ability to "sell" ideas and engage customers in problem resolution.
● Experience in the financial sector, FinTech, digital banking.
● Familiar with financial markets, family offices, banking systems and blockchain technology.
● Other languages