MX - Technical Support Leader - CRM/Ticketing System

Description :

Key Responsibilities :

Leadership & Team Excellence :

- Champion customer advocacy by translating Voice of Customer insights, trends, and impact into prioritized actions for Product and Engineering.

- Continuously improve resolution speed, quality, and overall customer experience.

Operational Excellence & Problem Management :

- Drive reduction in recurring defects through structured root cause analysis and data-driven insights, ensuring long-term fixes over reactive support.

- Establish scalable processes to enhance efficiency, service quality, and consistency.

Cross-functional Collaboration :

- Partner closely with Engineering and Product teams, leveraging a strong understanding of development workflows, trade-offs, and prioritization frameworks to influence roadmaps and outcomes.

Automation & AI Enablement :

- Improve connectivity success rates and platform stability by identifying systemic issues and implementing sustainable solutions.

- Build automation frameworks to enhance operational scalability.

Regulatory Alignment & Governance :

- Ensure operations align with U. financial regulatory expectations, maintaining high standards of compliance, accuracy, and customer trust.

Core Responsibilities :

Team Leadership & Performance :

- Establish clear OKRs, KPIs, and performance benchmarks aligned to company growth and reliability goals.

- Drive a culture of ownership, accountability, and continuous improvement.

- Conduct structured performance reviews, skill development plans, and coaching cycles.

- Build workforce planning and capacity forecasting models to support growth.

Customer Experience & Operations :

- Own end-to-end support operations across chat, email, and other digital channels.

- Ensure SLA adherence, high-quality resolution, and strong first-contact resolution rates.

- Improve and maintain key metrics including CSAT, NPS, resolution time, backlog health, and cost per ticket.

- Identify recurring customer issues and proactively address systemic root causes.

- Translate recurring incidents into structured problem statements for engineering teams.

Automation & AI Enablement :

- Champion automation to reduce manual workload and improve response times.

- Identify opportunities to leverage AI tools (chatbots, auto-routing, sentiment analysis, self-service, knowledge bases, etc.

- Partner with engineering and product teams to design and implement scalable support tooling architecture.

- Continuously evaluate and optimize support tools and workflows.

- Measure automation impact (deflection rate, time saved, cost efficiency, SLA improvement).

Connectivity Success & Platform Reliability :

- Partner with SRE, Product & Engineering to improve and monitor connectivity success rate metrics.

- Analyze support data to identify patterns in API failures, data sync issues, latency, or third-party integration disruptions.

- Correlate ticket volume spikes with connectivity or performance degradation.

- Drive initiatives that improve Connection stability, API success rate, Data refresh success rate, Time-to-recovery during incidents.

- Ensure customer-facing communication during outages is proactive, transparent, and aligned with CX and Sales.

- Success in this role will be measured not only by ticket resolution metrics, but by measurable improvement in platform reliability and connectivity performance.

Customer & U. Financial Ecosystem Stewardship :

- This leader represents customer trust within a regulated financial environment.

- Serve as a disciplined voice of the customer in cross-functional decision-making.

- Ensure support communication reflects regulatory awareness and financial literacy.

- Partner with Compliance and Risk to maintain adherence to U. financial regulations.

- Elevate ecosystem-level risks (bank connectivity disruptions, aggregation failures, financial data flow issues.)

- Protect brand credibility through precise, transparent, and compliant communication.

- Operational rigor directly supports trust within the broader U. financial services ecosystem.

Cross-Functional Partnership :

- Partner closely with CX and Sales to understand customer friction points, onboarding challenges, and

revenue-impacting escalations.

- Work with SRE (Site Reliability Engineering) to monitor incident patterns, service degradation, and uptime trends.

- Collaborate with Product Engineering to convert recurring tickets into backlog items and systemic fixes.

- Act as the voice of the customer by sharing insights and build a structured feedback loop with internal stakeholders.

- Support new product launches by ensuring support readiness, training, and documentation.

- Participate in post-incident reviews and drive corrective and preventive actions.

- Track and report resolution effectiveness (recurrence rate, time to permanent fix, incident reduction trends.)

Process Improvement, Analytics & Reporting :

- Design, document, and optimize support processes and SOPs.

- Build dashboards tracking operational health, reliability metrics, and connectivity success.

- Use data and analytics to monitor performance and drive decision-making.

- Provide executive-ready reporting on:

- SLA adherence

- CSAT / NPS

- Incident recurrence rate

- Connectivity performance trends

- Automation ROI

Job Requirements :

- 13+ years in technical support, customer operations, or technical service delivery, preferably in fintech, SaaS, or technology-driven environment.

- 4+ years of experience managing and scaling technical support teams.

- Strong understanding of customer support tools (CRM, ticketing systems, chat platforms.) Familiarity with fintech products, payments, banking, lending, or financial regulation.

- Strong understanding of APIs, integrations, reliability metrics, and incident management workflows.

- Experience partnering with SRE and Product Engineering teams on incident management and root cause resolution.

- Strong analytical mindset with experience using dashboards and performance metrics.

- Proven experience driving process improvements and operational efficiency.

- High ownership orientation with structured problem-solving ability.