Head Of Customer (Technical) Support

ABOUT RELOADLY

Reloadly is a VC backed, tech startup. Our mission is to fuel mobile payments around the world. We provide payment APIs for mobile airtime, digital gift cards and digital goods and services, built for developers to fuel their digital businesses. We are a US business, with operations spread between Miami (US), Barcelona (Spain) and Bogota (Colombia). We have a presence in North America, LATAM, APAC, Africa, Middle East and Europe.

We’re a tech startup at heart. We compete within a multi-billion dollar industry but aim to remain agile and scrappy along our journey in order to disrupt the incumbents.

We want to build our business around exceptional people. This means all our team have to be driven, committed, able to take ownership and willing to go the extra mile. In return, all of our team have a stake in the business and will benefit from our future successes.

ABOUT THE ROLE

This is an exciting and challenging role, ideally based in Miami, although we will consider applicants based in Bogota or Barcelona. You get to join a business early in its development but with a proven product-market fit. You’ll be responsible for shaping the Customer Support function to be fit for our next stage of growth. You’ll own the experience the customer receives and work closely with the Executive team to improve it. This role is a rare opportunity for someone who is ready to take on a leadership role, who is proactive and has great interpersonal skills, an analytical mindset and enjoys the fast paced environment of a tech startup. We are looking for someone with 5+ years in leading customer support teams, ideally in SaaS or Fintech, with experience designing, growing and leading a customer support team.

Our Support team solves technical issues, so although the emphasis of this role is on creating and managing an effective function, you will need to have experience of solving technical challenges relating to technical integrations and API queries in order to be effective.

RESPONSIBILITIES will include

• Lead, coach, and manage the customer support team, ensuring high performance, motivation, and professional development.
• Collaborate with other departments, such as product management, engineering, and sales, to address customer needs and provide feedback for product/service enhancements.
• Develop and execute the overall customer support strategy, aligning it with company objectives and customer needs.
• Troubleshooting integration-related issues, API queries and other technical issues.
• Develop and implement effective support processes, policies, and procedures.
• Oversee the resolution of customer inquiries, issues, and complaints in a timely and satisfactory manner, handling escalated customer cases.
• Implement and manage support tools, systems, and technologies to enhance team productivity and customer experience.
• Set clear support goals, metrics, and KPIs to measure team performance.

REQUIREMENTS

• Deep understanding of customer needs and a passion for delivering excellent customer service and support.
• Strong problem-solving and critical-thinking skills
• Several years of experience in a customer support and / or technical support role within a SaaS or Fintech business, with at least a portion of that time in a management position.
• Excellent verbal and written communication skills, with the ability to effectively communicate with customers and internal stakeholders.
• Strong technical knowledge, with an understanding of server architecture, networking, databases, security practices and API concepts
• Experience setting up and training a remote team to provide 24/7 support
• Familiarity with customer support software, CRM systems, and support ticketing tools. Experience with Hubspot would be an advantage.
• Strong leadership skills, with the ability to motivate, inspire, and develop a team.

OUR PERKS:

• Private health and dental insurance
• Enrolment in our company Share Option scheme
• Fresh fruit in the office along with other supplies like coffee, tea
• Flexible working between our office and home
• A tight-knit team, opportunities for socialising
• Opportunities to learn new skills from our talented, multilingual team