Team Lead Customer Support

Vor 7 Tagen

Munich, Deutschland Tangany GmbH Vollzeit

Tangany, based in Munich, is a highly innovative fintech company which offers a market leading B2B solution for the custody of digital assets on the blockchain (e.g. crypto currencies, tokenized securities, NFTs). Our solution is already employed by more than 40 institutional customers. Tangany is regulated by the German federal financial supervisory authority, BaFin.

Tasks
- Manage and lead a growing team of internal 2nd and 3rd-level customer support technicians. Improve the technical support service quality and success rate for our B2B customers
- Build external teams and improve internal processes to achieve industry-standard 24x7 multilevel customer support
- Troubleshoot and analyze customer-reported technical incidents with our API-centric SaaS solution in the field of blockchain technology
- Support our customers with technical implementation issues and code-based questions via ticketing and chat systems
- Triage support requests and assess customer needs
- Report on the current developments to the CTO or accountable stakeholder

**Requirements**:

- Computer science or scientific computing degree or comparable qualification
- Good leadership skills. Previous experience in building customer support infrastructure in fintech or comparable industries
- Strong background in software development. Expertise in code implementation of SDKs and API in software projects
- Expertise in the implementation of monitoring solutions in Azure or comparable cloud environments
- Excellent written and verbal communication skills in fluent German or English

**Benefits**:

- An attractive annual salary in line with market conditions
- 30 vacation days per year plus half days at Christmas (24.12) and New Year's Eve (31.12)
- Possibility of virtual shares (ESOP) in the company
- Office in the heart of Munich with perfect public transport connections
- Highly motivated, well-rehearsed team with diverse skill sets
- A guaranteed, fast learning curve and sufficient freedom
- Your choice of hardware (Mac, Windows, etc.)
- 100% remote work and flextime possible
- No time tracking or similar as we believe in our team
- Plenty of fun with the Nintendo Switch and team events

**If you have any questions, please don't hesitate to ask**: )

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