Technical Support Manager
Skills
About the Role
You will lead the technical support team to provide efficient, professional technical support services for users, partners, and internal teams. You'll build and optimize the technical support system, manage the support team's daily work, ensure timely and effective resolution of technical issues, improve user satisfaction, and provide strong technical support for the stable operation of the platform, including digital currency trading and payment services. You'll balance service quality, efficiency, and team development to align with the company's compliance and business development goals.
Requirements
- 5+ years of technical support or related work experience
- 2+ years of team management experience, preferably in fintech, digital currency, or payment-related industries
- Proficient in computer operation and common technical tools
- Familiar with technical support processes and tools such as ticketing systems and remote assistance tools
- Excellent team management, communication, and coordination skills
- Strong sense of responsibility and good pressure resistance
- Proficient in oral and written English
- Bachelor's degree or above in computer science, information technology, electronic engineering, or related majors
- Relevant professional certifications such as ITIL or CompTIA preferred
- Experience in technical support management in digital currency, payment, or blockchain-related industries preferred
- Familiarity with digital currency trading platforms, blockchain technology, or payment system technical support preferred
- Experience building and optimizing technical support teams and systems preferred
Responsibilities
- Build, manage, and develop the technical support team, formulate team OKRs, performance assessment standards, and talent training plans
- Arrange daily work assignments for the team, supervise work progress, and handle team performance management, conflict resolution, and staff motivation
- Establish a team knowledge sharing mechanism, organize technical training and skill exchanges
- Establish and improve the technical support process including problem acceptance, classification, disposal, feedback, and closed-loop management
- Optimize technical support channels such as online consultation, phone, email, and ticketing system
- Cooperate with the R&D team to optimize the support system and improve intelligent response capability
- Lead the team to handle complex technical issues such as platform system failures, user operation problems, payment channel exceptions, and blockchain-related issues
- Coordinate internal technical resources such as R&D and product to promote problem resolution
- Track and analyze technical support data and summarize common problems
- Put forward suggestions for product and system optimization
- Ensure the team provides professional timely technical support for platform users and partners
- Collect user and partner feedback on technical issues and coordinate relevant departments to promote improvement
- Ensure technical support work complies with company regulations and industry norms
- Protect user data and transaction information security
- Cooperate with the compliance team to provide technical support-related compliance materials and respond to regulatory inquiries
- Cooperate closely with R&D, product, operation, and compliance departments to align technical support work with business development