Hi! We’re on the lookout for an experienced Technical Support Lead to join Noda, a licensed UK Payment Institution and the brains behind an innovative Open Banking payments platform. If you’re fueled by fintech excitement and seek a global career journey, keep reading!
What is Noda?
Noda is reshaping online payments, allowing seamless transactions from customers to merchants’ bank accounts. With a footprint in the UK, EU, Canada, and Australia (Singapore up next!), we’re seeking a talented Technical Support Lead to be part of our dynamic team.
Your mission:
You will leverage your managerial and technical expertise to lead a team of 5 specialists, responsible for integration and tech support. Your role will imply 2 main areas of responsibility:
Technical support
- Collaborating with cross-functional teams to troubleshoot technical issues and drive product improvements;
- Providing technical guidance and training to support specialists to enhance their troubleshooting skills and knowledge.
Leadership
- Leading and mentoring a team of technical support specialists;
- Identifying opportunities to optimize support processes and enhance the efficiency and effectiveness of technical support operations;
- Implementing best practices and standard operating procedures to ensure consistent and high-quality support delivery;
- Monitoring key performance metrics and customer feedback to measure performance and drive continuous improvement initiatives.
Your skills and experience:
- 5+ years of experience in a senior technical support role, preferably in the Fintech or B2B SaaS environment;
- Demonstrated leadership experience, with a track record of effectively leading and developing customer-facing teams and establishing related processes from scratch;
- Strong technical aptitude and ability to troubleshoot complex technical issues;
- Experience with CRM systems and support ticketing platforms;
- A track record of proactively introducing and implementing new ideas and solutions, an overall proactive mindset;
- Customer-focused mindset with a passion for delivering exceptional customer service;
- Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders;
- Analytical mindset with the ability to identify trends, analyze data, and drive data-driven decisions;
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities;
- Strong skills in English and Russian (both written and spoken, min. level B2+).
What do we offer?
- 100% Remote. Work from anywhere. Let the world be your office – work from one of our headquarters, or remotely. We span borders and continents, and promote the nomad lifestyle – it’s up to you to decide
- Employee Learning and Development. Professional growth. We encourage our employees to constantly develop and grow within his/her field of expertise by covering the training and education fees.
- Team buildings. Doesn’t matter where you work from – we’ll find a way to get the Team together. Take a part in a range of online and offline activities, as dinners, hikes, bike/cart ridings, karaoke nights, boat-trips, etc.
- Tech. We provide or compensate all necessary hardware.
- 7 wellness days. Take the opportunity to get a perfect work/life balance – stop for a while, take a rest, and enjoy life to the fullest.
- Non-toxic environment. We love what we do, we are proud to be #nodapeople and we are working together to achieve Noda goals!
What happens once you apply:
- Your CV will undergo careful review, and we’ll quickly update you on the next step in our recruitment journey.
- Get ready for an easy-going introduction call with our recruiter, where you’ll delve into the heart of our company, product, and team dynamics, while sharing your own experiences and aspirations.
- Should the vibe match and your expectations align, up next will be an engaging interview with our CTO.
- And if everything clicks, anticipate a thrilling job offer landing in your inbox soon!
We do our best to close interview rounds within 3 weeks, although sometimes it might take slightly longer. Send your application our way, we look forward to meeting you!