Summary

Role Summary

As a Technical Support Manager at VALR, you will build and lead a team of Support Engineers with technical product knowledge responsible for investigating and resolving technical customer issues, responding to incidents, and supporting various internal functions and related applications.

Duties/Responsibilities

1. Oversee the technical support team, providing guidance, training, and fostering a culture of accountability.
2. Act as the escalation point for support engineers, manage customer relationships and resolve roadblocks to ensure timely resolution of technical issues.
3. Support VIP customers with API integration queries and support.
4. Ensure the team possesses the necessary technical skills and knowledge to deliver exceptional customer experience.
5. Facilitate the understanding of the product feedback cycle within the team, participate in case triage meetings, and identify opportunities for automation and tool implementation.
6. Establish strategies for effective collaboration with other teams and departments to enhance the overall customer experience.
7. Develop and maintain support documentation and training materials tailored for employees and users.
8. Analyse support metrics to identify areas for improvement and drive operational efficiency within the support team.
9. Build the technical support team’s process and procedures for on-call participation, and escalation to the engineering team.

Requirements

1. Practical experience is more relevant than a formal qualification.
2. Proven experience in technical support management, ideally within the fintech or financial services sectors, with a strong understanding of cryptocurrency markets and exchange operations.
3. Prior technical system administration and/or software development experience.
4. Demonstrated people management skills, with the ability to set and effectively communicate team and individual goals.
5. Ability to provide strategic direction to the team, fostering a culture of continuous improvement in the technical support services delivered to both customers and internal teams.
6. Excellent problem-solving skills and technical aptitude.
7. Flexibility to navigate ambiguous and changing situations, demonstrating resilience in high-pressure environments.
8. Prior experience in customer service, emphasising a commitment to delivering exceptional user experiences in the cryptocurrency space.

Benefits

1. Innovative Work Environment
2. Engage with the latest blockchain technologies and tools in a rapidly evolving industry.
3. Work from anywhere with secure, stable internet connectivity, allowing you to create your ideal workspace.
4. Career Development
5. Benefit from an annual professional development allowance alongside scheduled company training sessions to keep you at the forefront of the crypto industry.
6. Competitive Compensation
7. Competitive salaries that align with industry standards.
8. When you contribute to our success, you’ll be rewarded with discretionary bonuses, recognising your impact on VALR’s growth.
9. Diversity and Inclusion
10. A commitment to fostering a diverse workforce with initiatives that promote equity and belonging.
11. Wellness
12. Employees are encouraged to strive for coherent and wholesome lives, fulfilling their work, personal, social, physical and spiritual goals to the best of their abilities.
13. Compliance with statutory leave required by individual countries, in addition to flexible leave options.
14. Impact and Contribution
15. At VALR, we believe in a financial system that recognises the oneness of humanity. Our mission is to break down financial barriers and promote universal values of courage, ethical integrity, and the intrinsic worth of every individual.
16. Engage in initiatives that promote education and awareness about cryptocurrencies, ensuring that everyone has the tools and knowledge to participate in the evolving financial landscape.
17. Dynamic Team Culture
18. Open communication and teamwork across departments, fostering innovation and creativity.
19. Enjoy social gatherings outside of work to strengthen team bonds and boost morale.
20. Global Exposure
21. Work with colleagues from around the world.
22. Exposure to diverse perspectives and practices in the crypto space.
23. Recognition and Rewards
24. Regular acknowledgement of employee accomplishments, fostering a culture of appreciation and motivation.
25. Join us for retreats that blend professional development with team bonding in inspiring locations.
26. Tools for Success
27. Receive a Mac laptop and a discretionary allowance to purchase all the extras needed for a productive home office—yours to keep after three years (terms and conditions apply).

Skills

• Cryptocurrency
• Software Architecture
• Team Management