Technical Customer Support Team Lead

eam: - Enhance communication skills. - Foster problem-solving techniques.

Performance Monitoring:

• Monitor customer interactions and performance metrics:

  • Issue trends

  • Anticipate potential issues.

  • Implement improvements in service delivery.

  • Manage the incident management process.

Collaboration:

• Liaise with other departments (e.g., Application, Product Development):

  • Provide customer feedback.

Complex Issue Resolution:

• Manage escalated customer problems:

  • Assist team members in resolving complex issues.

  • Ensure timely escalation to L2 and L3 support

  • Regular updates to customer throughout the incident life cycle

Reporting and Analysis:

• Prepare and analyze reports on:

  • Team performance.
  • Case inflow/outflow.
  • Service availability statistics.

• Present findings to senior management and respective departments.

Team Building:

• Organize team-building activities and initiatives:

  • Foster a positive and collaborative team environment.

Required Qualifications:

• • Qualified customer support experience in an international environment.

  • Fintech industry knowledge, particularly in payments.

  • Familiarity with SIC/euroSIC, SECOM, SWIFT, and transactional systems.

  • Fluent in German at a native speaker level and very good knowledge of English.

  • Customer and solution-oriented mindset with excellent communication skills.

  • Quick comprehension, analytical thinking, and ability to recognize complex interrelationships.

  • Flexibility in terms of working hours.

  • Independent working style and readiness for changes.

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