remote
Technical Support Lead - Lithic
Software Engineer
Lead a technical support team for a modern card issuing and processing platform. Focus on resolving customer issues, improving support processes, and ensuring client satisfaction with API-driven financial products.
About the role
Key Responsibilities
- Lead and mentor a team of technical support specialists, ensuring high-quality customer service.
- Troubleshoot and resolve complex technical issues related to card issuing and payment processing APIs.
- Develop and implement strategies to improve support efficiency and customer satisfaction.
- Collaborate with engineering and product teams to identify and address recurring technical problems.
- Maintain comprehensive documentation of support procedures and technical solutions.
- Monitor support channels and ensure timely responses to client inquiries.
Requirements
- Proven experience in a technical support leadership role, preferably in the fintech or payments industry.
- Strong understanding of API integrations and payment processing systems.
- Excellent problem-solving, analytical, and communication skills.
- Ability to manage and prioritize multiple tasks in a fast-paced environment.
- Experience with customer relationship management (CRM) tools.