We are seeking an operational leader to architect and scale our Technical Support and Product Delivery departments. The primary objective is to transform current operations into a highly scalable system governed by strict metrics and automated workflows.
Scope of Responsibility: * Design and implement a multi-tiered support structure (L1, L2, L3). Develop succession plans and training systems for mid-level management to ensure leadership continuity. * Own the end-to-end incident lifecycle. Transition the department from reactive troubleshooting to a Continuous Service Improvement (CSI) model. * Establish and monitor rigorous standards for SLA, reaction times, and resolution quality for technical incidents. * Optimize Time-to-Launch metrics. Standardize technical frameworks for deployment, system configuration, and client training to ensure seamless integration. * Architect end-to-end operational models. Identify bottlenecks in current workflows and implement automation tools to eliminate manual toil. * Synchronize Support and Delivery with Product and Engineering teams. Translate client pain points into clear technical requirements (backlog) based on system stability data. * Build and maintain KPI dashboards to evaluate departmental efficiency and customer sentiment (CSAT/NPS).
Requirements: * 5+ years in senior leadership roles managing Support or Delivery teams within FinTech, PSP, or Crypto sectors. * Proven track record of building L1/L2/L3 structures and operational processes from the ground up. * Hands-on experience managing complex IT product deployments and technical client onboarding. * Ability to interface effectively with Engineering teams, prioritizing bug fixes and stability improvements through data-backed arguments. * Deep understanding of the PSP/Payments ecosystem and the operational pressures of high-risk markets.
Significant Plus: * Technical proficiency in blockchain transaction mechanics and Web3-specific support nuances. * Direct experience within a Product team or a “product-centric” approach to operational management.
What We Offer * Возможность выстроить и масштабировать глобальную функцию Support & Delivery * Прямое влияние на качество продукта и клиентский опыт * Работа в быстрорастущей международной FinTech-компании * Прозрачная система вознаграждения, привязанная к результатам * Полный корпоративный социальный пакет * Минимум бюрократии — максимум ответственности и влияния * Поддержка профессионального развития * Гибкий график и remote-first культура
