Technical Customer Support Team Lead
Belgrade
Support – Technical Support /
Full-Time /
On-site
About the Role:
We are looking for a hands-on, customer-focused, and technically skilled Customer Support Team Lead with a strong understanding of the fintech and banking industry. This role is ideal for someone who thrives in operational execution — actively managing tools, resolving customer issues, improving systems — while also guiding a support team and driving continuous service innovation. You will be deeply involved in the daily support process (approx. 70%), taking ownership of escalations, tooling, KPIs, and automation initiatives. Alongside that, you'll lead and develop the team (30%), set strategic goals, and contribute to the transformation of the customer support function into a scalable, AI-enabled, high-performance unit. This is a high-impact, customer-facing role that blends tactical excellence with strategic direction in a fast-paced fintech environment.
Key responsibilities:
- Hands-On Operations (70%):
- Personally handle high-priority escalations and complex cases, ensuring fast and accurate resolution.
- Work directly with support platforms (e.g., Jira, Salesforce, Zendesk) to optimize ticket flows, automate responses, and manage configurations. Integrate and maintain AI-based solutions (e.g., chatbots, auto-routing, ticket deflection) into the support process. Use tools like Postman, Grafana, Splunk to assist in diagnostics and troubleshooting of platform issues.
- Monitor real-time queues and support metrics to ensure responsiveness and SLA compliance.
- Regularly audit ticket history and agent activity to uphold support quality and identify improvement areas.
- Data-Driven Execution:
- Define and track operational KPIs (e.g., CSAT, FCR, NPS, SLA adherence, resolution time).
- Create and maintain dashboards and reporting tools to provide visibility into performance and trends.
- Analyze customer support data and behavior to identify bottlenecks and introduce proactive improvements.
- Leadership & Strategic Development (30%):
- Lead and coach a distributed team of support agents, fostering a culture of excellence, accountability, and empathy.
- Rebuild and optimize support structures, team responsibilities, and workflows using ITIL, KCS, and Agile Service Management methodologies.
- Align support goals with business outcomes; collaborate closely with Product, Engineering, and Risk teams to enhance the end-to-end customer experience.
- Own knowledge management, support documentation, and internal training processes.
- Drive service innovation by evaluating and implementing modern tools and frameworks that enhance efficiency and scalability.
- Requirements 3+ years of experience in customer support leadership, preferably in fintech or digital banking environments.
- Strong knowledge of financial services products, regulations, and customer expectations in fintech/banking.
- Demonstrated ability to build or modernize support organizations, including automation and process design.
- Practical experience with ticketing and CRM tools such as Jira, Zendesk, or Salesforce.
- Experience with AI/automation platforms and self-service enablement (chatbots, automated routing, etc.).
- Familiarity with diagnostic and monitoring tools (Postman, Splunk, Grafana). Working knowledge of ITIL, KCS, or Agile support practices.
- Strong analytical skills with a data-driven approach to service management and performance improvement.
- Fluent English (written and spoken), excellent communicator, highly reliable and self-driven.
Requirements:
- Proven experience (3+ years) leading, transforming, and scaling customer-facing support teams.
- Proven track record of building or modernizing customer support departments, including introducing new technologies, frameworks, processes, and KPIs.
- Strong practical knowledge of support best practices and frameworks (ITIL, KCS, Agile Service Management).
- Hands-on experience implementing AI-driven support technologies (e.g., chatbots, self-service knowledge bases, automation platforms).
- Familiarity with monitoring and diagnostic tools (e.g., Splunk, Postman, Grafana).
- Excellent leadership, coaching, and motivational skills, with experience managing teams through change and scaling phases.
- Strong proficiency with ticketing and incident management systems (e.g., JIRA, SalesForce, or similar platforms).
- Data-driven approach — able to pull data, analyze key metrics (CSAT, FCR, NPS), and drive decisions to improve performance.
- Demonstrated ability to define, manage, and report on support KPIs and SLA targets effectively.
- Fluent English (both written and verbal).
- High stress resilience, responsibility, and a proactive, ownership-driven attitude.
