Product Support Manager - FinTech

Team Overview

Are you passionate about delivering exceptional product support and driving operational excellenceJoin our dedicated team where your expertise and leadership will contribute to ensuring high-quality support services for our global financial clients.

As a Product Support Manager, you will play a pivotal role in shaping and executing support strategies that align with our organizational goals , your leadership skills will help ensure you and your teams exceed client expectations at all times.

Sound interestingApply now!

Role Responsibilities

• Oversee day-to-day product support operations, ensuring effective issue resolution and maintaining high client satisfaction.
• Manage, mentor and support team members, fostering a culture of collaboration, innovation, and excellence.
• Collaborate with cross-functional teams, including DevOps , QA and development, providing feedback and improvements suggestions.
• Manage and resolve complex technical issues, serving as an escalation point and ensuring timely resolutions.
• Build strong client relationships by maintaining effective communication and delivering on support commitments.
• Lead initiatives to optimi s e processes and enhance team efficiency, ensuring alignment with company goals.
• Track and report on key metrics, providing insights and recommendations for continuous improvement.

Required Skills

• 10+ years of relevant experience in technical product support or a related field.
• Demonstrated leadership and strategic planning skills, with experience managing high-performing teams.
• Experience in a relevant industry such as finance, FinTech or SaaS.
• Familiarity with SQL, Unix, and Python, with a strong background in supporting complex systems, including microservices and middleware (e.g., MQ, Kafka).
• Strong problem-solving capabilities and a proactive approach to addressing technical challenges.
• Excellent spoken and written communication skills in English
• Excellent c lient management skills, with the ability to build strong, lasting relationships.
• Experience in Agile methodologies and driving process improvements.

Role Location Benefits

• Hybrid Working: You can work remotely for up to 50 days each year.
• Discretionary Annual Cash Bonus: A discretionary cash bonus is available to reward your performance and contributions to the company s success.
• Generous Vacation Days Per Year: Take advantage of 30 vacation days annually, plus public bank holidays.
• Family Health Insurance Coverage: Comprehensive health insurance coverage for you and your dependents available from your first day.
• Personal Accidental Injury Insurance: Feel secure with personal accidental injury insurance provided from the start of your employment.
• Annual Team Building Retreat: Participate in an annual team-building retreat at a new and exciting location each year with a hackathon and the chance to bring ideas to reality!
• Relocation Assistance: If you re relocating from more than 40 miles away, we provide hotel accommodation and travel ticket reimbursement to help ensure a smooth transition.