Customer Support Team Lead - Madrid, España - AL-AGEDI Business Consultancy

AL-AGEDI Business Consultancy

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Job Information:

Industry

Financial Services
***City

Málaga
***State/Province

Madrid
***Country

Spain
***Zip/Postal Code

29007
My client is looking for an experienced

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, over viewing the operation, and improving the Customer Support Experience for our clients.

What You'll DoManage and coordinate the 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 improve the Customer Support experience for our clients continuously

Requirements:

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
Benefits:

Work from home or from our office in the centre of Málaga
Challenging and exciting projects at an innovative international company that uses cuttingedge 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 softlanding 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, icecream, etc
Great Place to Work certified
Málaga Best Workplaces