technical customer support team manager in blockchain analytics

Описания нет

• 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

• 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

• 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