remote
Technical Support Lead Asia Pacific incl. China - airwallex
Software Engineer
Lead a technical support team for the Asia Pacific region, including China. Focus on resolving complex customer issues and ensuring high service standards for a global payments platform.
About the role
Key Responsibilities
- Lead and mentor a team of technical support specialists covering the Asia Pacific region, including China.
- Oversee the resolution of complex technical issues for customers, ensuring timely and effective solutions.
- Develop and implement strategies to improve customer satisfaction and support service efficiency.
- Collaborate with engineering and product teams to identify and address recurring technical problems.
- Monitor team performance, provide feedback, and conduct training to enhance skills and knowledge.
Requirements
- Proven experience in a technical support leadership role, preferably within the fintech or payments industry.
- Strong understanding of customer service principles and best practices.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal abilities, with the capacity to manage diverse teams.
- Experience with managing support operations across multiple regions, including China.
Skills
technical supportcustomer serviceteam leadershipproblem solvingcommunication