Overview
We are seeking a dynamic and experienced Software Support Leader to oversee our support team and ensure exceptional service delivery to our clients. This role requires a balance of technical expertise, leadership skills, and strong customer relationship.
Requirements
- Lead and manage the software support team, ensuring timely resolution of client issues.
- Develop and implement support strategies, workflows, and best practices.
- Build and maintain strong customer relationships, acting as their trusted partner.
- Collaborate with product and engineering teams to resolve complex technical problems.
- Monitor performance metrics and focus on the enhancement of the customer satisfaction.
- Train, coach, and mentor support staff to build a high-performing, customer-centric team.
- Identify opportunities for automation and process improvements to enhance efficiency. High focus on client escalations, ensuring clear communication and resolution.
Qualifications
- Bachelor’s degree in computer science, Information Technology, or related field.
- 8+ years of experience in software support, with at least 2 years in a leadership role.
- Strong technical background with knowledge of banking applications and databases.
- Excellent communication, problem-solving, and organizational skills.
- Proven ability to manage and motivate teams in a fast-paced environment.
- Customer-first mindset with a passion for delivering outstanding service.