Technical Support Manager

at  Bankjoy

Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

THE ROLE

As the Tech Support Manager, you will be responsible for leading and developing a high-performing tech support team. You will leverage your deep technical troubleshooting expertise to resolve complex issues and guide your team in delivering exceptional support to our clients. This role requires a strong leader who can effectively manage a team in a fast-paced environment while maintaining a hands-on approach to technical problem-solving.

IN THIS ROLE, YOU WILL:

• Lead and Manage the Tech Support Team: Recruit, train, and mentor a team of tech support representatives, ensuring they have the skills and knowledge needed to support our products effectively.
• Technical Troubleshooting Expertise: Serve as the go-to expert for diagnosing and resolving complex technical issues related to our digital banking products, APIs, and integrations.
• Client Interaction: Act as one of the primary escalation points for technical issues, providing clear and effective communication with clients to resolve their concerns.
• Process Optimization: Develop and refine support processes to streamline issue resolution, reduce response times, and enhance overall customer satisfaction.
• Team Development: Foster a culture of continuous learning and improvement within the team, providing ongoing training and development opportunities.
• Cross-Functional Collaboration: Work closely with product development, engineering, and sales teams to ensure alignment and address client needs proactively.
• Reporting and Analytics: Track key performance indicators (KPIs) and provide regular reports to senior management, using data to drive improvements in support operations.