Technical Support Leader

About the role

This role focuses on leading and developing a technical support team to assist users and partners of Coins.ph, a crypto platform. The work involves establishing team objectives, assessing performance, and creating training plans. The leader will oversee daily assignments, monitor progress, and ensure the team maintains a high standard of professional and timely support.

A core part of the role is to improve the technical support infrastructure. This includes creating knowledge-sharing mechanisms, refining support processes, and optimizing communication channels. The leader will also guide the team in resolving complex technical issues and analyzing support data to drive continuous improvement.

Success in this position means ensuring the technical support team operates efficiently and in compliance with company and industry standards. The leader will be responsible for fostering collaboration with other departments and contributing to the growth of a fast-paced organization, ultimately enhancing the user experience for 18 million users.

The salary for this position ranges from $103,900 to $204,500 USD.

Skills that matter here

• technical support: This role requires extensive experience in technical support, as the leader will oversee a team providing assistance for crypto and financial services.
• team management: A primary responsibility is to build, manage, and develop the technical support team, including setting goals and training plans.
• problem solving: The leader will guide the team in handling complex technical issues and improving support processes.
• communication: Effective communication and coordination skills are essential for managing the team and collaborating with other departments.
• blockchain: The role operates within the crypto space, supporting users of a blockchain-based platform.
• fintech: Coins.ph offers financial services, so understanding the fintech environment is relevant for providing support.

Who this role suits

• A candidate with at least five years in technical support, including two years in a leadership capacity.
• Someone who enjoys building and refining operational processes and training programs.
• An individual who can analyze performance data to drive team improvements and maintain compliance.
• A leader who can foster collaboration across different departments to achieve support goals.

From the employer

Key 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 and supervise work progress.
• Establish a team knowledge sharing mechanism and organize technical training.
• Establish and improve the technical support process.
• Optimize the technical support channel.
• Lead the team to handle complex technical issues.
• Track and analyze technical support data.
• Ensure the team provides professional, timely technical support.
• Ensure compliance with company regulations and industry norms.
• Cooperate closely with other departments.

Requirements

• Work Experience: 5+ years of technical support or related work experience, including 2+ years of team management experience.
• Professional Skills: Proficient in computer operation and common technical tools.
• Comprehensive Capabilities: Excellent team management, communication, and coordination skills.
• Education Background: Bachelor’s degree or above in computer science, information technology, electronic engineering, or related majors; relevant professional certifications are preferred.

Conditions

• Meaningful Collaborations with other teams.
• Scalable Growth opportunities in a fast-growing organization.
• A Space For Bright Ideas to create meaningful changes.