Senior Manager, Institutional Support

Product and API Solutions:

• Articulate product and API solutions to clients over telegram and phone (if needed) demonstrating a deep understanding of our offerings.
• Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction.
• Collaborate with the sales and product teams to relay customer feedback and contribute to the improvement of our products and services.

Mentorship and Team Support:

• Provide guidance and mentoring to junior team members to enhance their skills and knowledge.
• Act as a liaison between the support team and sales/product teams to address customer feedback effectively.
• Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions.

Onboarding and Training:

• Establish onboarding and training programs for new team members, ensuring a smooth integration into the support team.
• Develop training materials and documentation to enhance the knowledge and skills of the support team.

KPI Tracking and Reporting:

• Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness.
• Generate reports and present insights to senior management, highlighting areas for improvement and achievements.

Recruiting and Team Building:

• Participate in the recruitment process by interviewing and evaluating potential candidates for the support team.
• Foster a positive team culture by promoting collaboration, knowledge sharing, and professional development.
• Remote Team Management:
• Effectively manage and motivate a remote team, ensuring productivity and maintaining a high level of customer service.
• Handle initial customer inquiries and provide basic technical troubleshooting to resolve issues promptly.
• Escalate complex issues to L2 support when necessary, collaborating with them for timely resolution.
• Focus on efficient ticket resolution to meet service level agreements and ensure customer satisfaction.

Continuous Learning and Improvement:

• Stay updated with the latest developments in APIs, trading, and related technologies.
• Collaborate with L1 & L2 support to enhance API knowledge and improve issue resolution processes.

• Bachelors in STEM or business related fields.
• General qualification in customer support or related fields.
• Strong technical background with API experience.
• Analytical skills to diagnose and solve customer problems.
• Proficiency in English and at least one other language, including Chinese.
• Excellent communication skills to engage effectively with clients.
• In-depth trading and API knowledge.
• Proven ability to articulate product and API solutions on the phone with clients.
• Experience in customer problem analysis and solutioning.
• Previous experience mentoring and guiding team members.
• Ability to liaise with sales and product teams to relay customer feedback.
• Previous experience in establishing onboarding and training programs.
• Strong expertise in remote team management.
• Proven ability to recruit and build high-performing teams.
• Experience in establishing KPI tracking systems and reporting.
• Ability to handle initial customer inquiries and provide basic technical troubleshooting.