Technical Customer Support Team Manager in Blockchain Analytics

Описание: Описания нет

Задачи:

Run the team day to day, managing queue health, SLAs, and the follow-the-sun coverage model across four hubs Own executive-level and major-incident escalations, managing customer communication while Engineering resolves the underlying issue Review product requirements that affect support and flag potentially customer-impacting deployments before they ship Own the AI automation roadmap, team career frameworks, and SOPs Hire and grow the team, mentor and coach team members on technical troubleshooting and career development, and maintain the knowledge base as a durable asset Work with the team to turn recurring incident types into AI-enabled and other self-service options, and monitor their usage Advocate for customer needs with leadership and turn escalation insights into specific product roadmap requests Personally handle the toughest API escalations when customers’ web or mobile builds need senior technical guidance Establish a documented escalation and RACI model that the team uses Run an executive-level incident end to end, from initial contact through customer communication to resolution Ship and measure an AI-driven automation project that reduces routine incident volume, agreed and prioritised with the team

Требования:

5+ Years in technical support, technical account management, or engineering 2+ Years of direct people management experience Experience leading a technical support or customer-facing engineering team through growth A track record of building or scaling a support function Ability to mentor and coach team members Comfortable reviewing PRDs and providing product feedback that engineers act on Experience with APIs, Datadog/Kibana, SQL, and workflow automation tooling Experience with AI/ML or enterprise B2B SaaS, including leading or closely supporting an automation project from pilot to production Practical fluency in prompt design, structured outputs, and LLM evaluation sufficient to sponsor AI work and assess its readiness to ship Familiarity with observability tooling, automation frameworks, and CI/CD pipelines Genuine interest in crypto, blockchain, and their compliance landscape Будет плюсом: experience in a regulated or high-stakes environment

Условия:

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget for setting up a home office
• $1,000 Learning & Development budget for agreed learning and development activities
• 25 Days of annual leave plus bank holidays
• An extra day off for your birthday
• Eligible employees receive 16 weeks of fully paid parental leave, regardless of gender or whether they become a parent by birth or adoption
• Private Health Insurance through Bupa
• Full access to Spill Mental Health Support
• Life Assurance covering 4 times the employee’s salary for beneficiaries
• Cycle to Work Scheme

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