FinTech Customer Support Leader

Allvue Systems; Kraków; On-site; PLN 140,000 - 210,000; Full time

Job summary

Allvue Systems seeks a Manager, Customer Support to lead a team of Application Support Engineers, owning day-to-day service delivery, escalation management, and team performance. You will operate with significant autonomy across service delivery and decision-making, impacting both team and customer experience.

The role requires shaping support processes, collaborating with Product and Engineering to improve platform stability, and driving scalable, high-quality customer outcomes in a FinTech

Qualifications

• Minimum 6+ years of total experience with 3+ years in people management within FinTech or similar.
• Experience in customer support operations, escalation management, and service delivery.
• Exposure to SQL and ITIL practices preferred.

Responsibilities

• Own end-to-end service delivery across multiple support teams and align with business objectives.
• Define and govern SLA/OLA frameworks for consistent performance.
• Lead capacity planning, workforce strategy, and resource allocation across teams.
• Design and implement regional or follow-the-sun support coverage models.
• Drive improvements to reduce ticket volume and improve support efficiency.
• Lead investigations and root cause analysis for complex issues with cross-functional partners.
• Build and maintain documentation standards and knowledge base content.

Skills

People management

Problem solving

Autonomy

Education

Bachelor's degree in Computer Engineering, Finance, Accounting, or related field

Tools

SQL

ITIL

Confluence

Microsoft Office 365

Slack

Job description

Allvue Systems seeks a Manager, Customer Support to lead a team of Application Support Engineers, owning day-to-day service delivery, escalation management, and team performance. You will operate with significant autonomy across service delivery and decision-making, impacting both team and customer experience.

The role requires shaping support processes, collaborating with Product and Engineering to improve platform stability, and driving scalable, high-quality customer outcomes in a FinTech