Support Lead
vor 1 Monat
Your Mission
A vital part of the customer delivery and enablement process, the Support function aims to deliver a quality, timely and consistency of customer service to HAWK:AI’s existing and future clients. The Support Lead will take over the support responsibility from the existing Solution Consulting team and build out the required processes, tooling and personnel for a best-in-class customer support function as the first of a team you’ll help establish over time. This new function will drive success for our customers through a passion for a positive customer experience and effective, responsive communication.
The HAWK:AI support function targets efficient customer enablement and issue resolution as our daily face to the customer. Whether it is technical issues or requests for information, it is not just about serving the need in the moment but improving HAWK:AI’s service over time by helping to build a knowledge base to ensure our customers have the tools and know-how to effectively fight financial crime. Your role is also a valuable source for input for product to continuously improve effective and efficient product delivery.
Your Responsibilities
Establish the support function and build out processes and tooling, based off processes and lessons learned from the Solution Consulting teamBuilding the support team around you and hiring the required personnel to scale the functionMonitor support communication channels (email, Slack, phone) with clients to receive and respond to support requests in a timely mannerPrioritize support requests according to internal and external support & bug SLAs to ensure issues/requests are actioned in accordance with severity and impactEstablish and expand on support SLAs influencing our evolving contractual setupProvide first-line investigation into support requests to determine best course of actionTriage support requests as the customer champion to relevant internal teams with as much detail as possible to allow teams to resolve issuesProvide clear and informative updates to clients on the status of support requests throughout the resolution processIdentify areas of documentation gaps for clients to minimize support overheads for common queries and topicsCreate and maintain a high quality, informative and visually/thematically consistent knowledge base and product documentation for clients, to make the knowledge share process for HAWK:AI products and services as efficient and low-overhead as possibleLiaise constantly with Product Management, to provide feedback on common problem areas and issue types observedYour Profile
3-5 years of experience in a customer-facing role, e.g. technical support or implementation rolesReady to take on line management responsibilities as the support function grows and additional members of the team joinExcellent business communication & presentation skills in German AND English, other languages are a plus. Bachelor’s degree or a combination of education and experience in engineering, computer science, business informatics, information systems, or sciencesCombination of strong technical and business knowledgeA quick thinker with an analytical and problem-solving mindset with attention to detailInterpersonal skills allowing effective interaction with technical, compliance & business counterpartsExperience with compliance/AML/Fraud background is a plusExperience writing technical documentation is a plusWhy us?
Accelerate your career growth by joining a well-funded startup that was named one of the “World’s top 100 AI Fintechs” as well as “Top EU-startups to watch”You will be at the center of a fast-growing high-tech startup using the latest in Cloud technology, AI (Artificial Intelligence) and machine learningYou will be part of an incredibly diverse and international team consisting of 25+ nationalities across offices in Europe, the USA and beyondYou will have a high degree of collaboration, ownership, and autonomy. Your work mattersYour work will not only drive innovation but also positively impact our society on a global level: We are fighting financial crime and aim to prevent $1.6 trillion in money-laundered worldwide annually For tech-enthusiasts: our modern tech stack includes Kafka, Elasticsearch, AWS, MongoDB, Kubernetes, ArgoCD, Java 11, Spring, Python, React and othersHAWK:AI provides competitive remuneration and benefits-
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