Technical Support Manager

Medium; Taguig; On-site; PHP 892,800 - 1,339,200; Full time

Benefits offered by this job

Meaningful Collaborations

Scalable Growth

A Space For Bright Ideas

Job summary

Medium is seeking a Technical Support Team Manager to lead a talented support team in Taguig, Philippines. In this role, you'll manage the technical support process, oversee complex issue resolutions, and collaborate with different departments to enhance service delivery.

Candidates should have over 5 years of technical support experience, with at least 2 in management, preferably within the fintech sector. Opportunities for career growth in a fast-paced environment await you.

Join us and leverage your skills in a pioneering company driven by innovation and teamwork!

Qualifications

• 5+ years technical support experience, 2+ years team management, preferably in fintech.
• Proficient in common technical tools and troubleshooting.
• Excellent team management and coordination skills.

Responsibilities

• Manage technical support team and enhance team capabilities.
• Optimize technical support processes for efficiency.
• Handle complex technical issues and lead the resolution process.
• Ensure compliance with regulations and data protection.
• Collaborate with various departments for product improvement.

Skills

Team management

Technical problem troubleshooting

Communication skills

Proficient in English

Education

Bachelor's degree in computer science or related

Tools

Ticketing system

Remote assistance tools

Job description

Key Responsibilities

• Team Management & Development
  • Build, manage, and develop the technical support team, formulate team OKRs, performance assessment standards, and talent training plans to improve the team’s professional capabilities and service level.
  • 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 to enhance the team’s overall technical support capabilities.
• Technical Support System Construction & Optimization
  • Establish and improve the technical support process (including problem acceptance, classification, disposal, feedback, and closed-loop management) to ensure standardized and efficient handling of support requests.
  • Optimize the technical support channel (online consultation, phone, email, ticketing system, etc.) to improve the efficiency of problem acceptance and response.
  • Cooperate with the R&D team to optimize the support system, improve the intelligent response capability, and reduce manual intervention.
• Technical Issue Handling & Coordination
  • Lead the team to handle complex technical issues (such as platform system failures, user operation problems, payment channel exceptions, blockchain-related technical issues, etc.), coordinate internal technical resources (R&D, product, etc.) to promote problem resolution.
  • Track and analyze technical support data (such as problem types, resolution time, user satisfaction), summarize common problems, and put forward suggestions for product and system optimization.
• User & Partner Support
  • Ensure the team provides professional, timely technical support for platform users (individuals, institutions) and partners, including problem consultation, fault排查，operation guidance, etc.
  • Collect user and partner feedback on technical issues, sort out key demands, and coordinate relevant departments to promote improvement.
• Compliance & Risk Control
  • Ensure that technical support work complies with the company’s regulations and relevant industry norms, and strictly protect user data and transaction information security.
  • Cooperate with the compliance team to provide technical support-related compliance materials and respond to regulatory inquiries.
• Cross-departmental Collaboration
  • Cooperate closely with R&D, product, operation, compliance, and other departments to align technical support work with business development, and promote the optimization of product and system functions based on support feedback.

Requirements

• Work Experience: 5+ years of technical support or related work experience, including 2+ years of team management experience (preferably in fintech, digital currency, or payment-related industries).
• Professional Skills
  • Proficient in computer operation and common technical tools, able to quickly understand and troubleshoot common technical problems (such as system operation, network, blockchain-related basic technical issues).
  • Familiar with technical support processes and tools (ticketing system, remote assistance tools, etc.), with the ability to guide the team to handle complex technical issues.
• Comprehensive Capabilities
  • Excellent team management, communication, and coordination skills, able to effectively lead the team to complete work goals.
  • Strong sense of responsibility, good pressure resistance, and the ability to handle emergency technical problems efficiently.
  • Proficient in oral and written English, able to communicate with international users/partners smoothly.
• Education Background: Bachelor’s degree or above in computer science, information technology, electronic engineering, or related majors; relevant professional certifications (such as ITIL, CompTIA) are preferred.

Preferred Qualifications

• Have experience in technical support management in digital currency, payment, or blockchain-related industries.
• Familiar with digital currency trading platforms, blockchain technology, or payment system technical support.
• Have experience in building and optimizing technical support teams and systems.

Benefits

• Meaningful Collaborations – work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
• Scalable Growth – be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
• A Space For Bright Ideas – let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.