What you will be doing:
We are seeking an experienced Technical Support Team Lead to oversee and elevate our technical support team. This role is ideal for a highly motivated leader passionate about delivering exceptional customer service and driving continuous improvement. The successful candidate will be responsible for leading a team of Technical Support Analysts, fostering a high-performance culture, and ensuring timely, effective support for our platform customers.
As a Technical Support Team Lead, you will take care of:
- Team Leadership & Management
- Lead, mentor, and manage a team of Technical Support Analysts, setting clear goals and expectations
- Conduct regular reviews, one-on-ones, and provide ongoing coaching and development
- Foster a collaborative, solution-oriented environment to improve team performance and job satisfaction
- Technical Support Excellence
- Ensure high-quality, timely resolution of complex customer issues by monitoring team performance, support ticket handling, and customer satisfaction metrics
- Serve as the point of escalation for complex technical issues and ensure quick resolution while maintaining customer relationships
- Support and implement technical support policies, standards, and procedures to maintain a consistent level of service excellence
- Customer Relationship Management
- Build strong, trust-based relationships with key customer stakeholders to understand their technical needs and ensure customer retention and satisfaction
- Proactively identify common customer issues and work cross-functionally to implement solutions that improve the customer experience
- Process Improvement & Documentation
- Continuously analyse support workflows and data to identify opportunities for efficiency and process improvement
- Develop and maintain a comprehensive knowledge base, FAQs, and support documentation to enable self-service and support team training
- Collaborate with Product and Engineering teams to relay customer feedback and contribute to product improvements
- Metrics & Reporting
- Monitor and report on key performance metrics (e.g., response times, resolution rates, NPS scores) to leadership, identifying trends and improvement areas
- Develop and implement strategies to meet and exceed team KPIs, enhancing both customer satisfaction and operational efficiency
- Training & Development
- Identify training needs for the team and ensure consistent onboarding and ongoing training in platform functionalities, support best practices, and customer service skills
- Keep the team updated on new product releases, technical developments, and industry trends relevant to customer support
About you:
As a Technical Support Team Lead, you will have:
- Bachelor’s degree or a related field, or equivalent work experience
- 3+ years in technical support, with at least 2 years in a leadership or supervisory role, ideally within a B2B SaaS environment
- Strong technical acumen and familiarity with SaaS platforms, ticketing systems, and support frameworks
- Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders
- Proven problem-solving skills, with the ability to prioritise effectively in a fast-paced environment
- Familiarity with cloud technologies, APIs, SQL, and software troubleshooting; experience in AWS, GCP is a plus
- Strong customer orientation and a passion for delivering high-quality support and service
- Availability to work the US shift: 17:00 - 02:00, Mon-Fri.
What’s in for you?
- Competitive salary aligned to your skills and experience
- Equity as we want you to have a part of what we are building
- Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
- Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team
- You will also get an annual budget to kit out your home office
- Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
- Annual learning budget to drive your performance and career development
- Meal Vouchers 35 RON/ Day
- Access to an Employee Assistance Programme (Atlas)
- Medical Insurance
- 7Card Subscription (upon request)
About us:
ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime.
More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.
We have five global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital.
Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.
At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.
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Top Skills
What We Do
At ComplyAdvantage, we believe that compliance doesn’t have to be painful. Businesses need real-time financial crime insight to put them in control.
We enable you to understand the real risk of who you're doing business with, through the world's only global, real-time risk database of people and companies. We actively identify tens of thousands of risk events from millions of structured and unstructured data points - every single day.
Our suite of configurable cloud services integrates seamlessly to help automate and reduce the frustration of complying with Sanctions, AML and CTF regulations.
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