Customer Success Technical Team Leader in London - MyAssets

Job Description About MyAssets:
MyAssets is a dynamic and innovative B2C start-up within the FinTech industry. Our cutting-edge application empowers customers to securely store and manage their personal assets, providing them with the tools and insights to make informed financial decisions. Our commitment to data privacy and a customer-centric approach sets us apart in this rapidly growing industry.

Role Overview:
We have an exciting opportunity for a Customer Success Technical Team Leader to join our Customer Success Team. The successful candidate will be responsible for leading and motivating a team of technical support specialists to deliver exceptional customer service. This role bridges the gap between technical expertise and exceptional customer interaction, ensuring customer satisfaction and efficient problem resolution. Acting as a “Shift Leader”, you will have oversight of the team's scheduling and productivity, incoming contacts and escalated cases to ensure they deliver exceptional Customer Support and achieve the highest possible service standards. You will take ownership of complex issues and complaints and escalate or consult with your Manager to reach the most suitable and prompt resolution for the Customer. The ideal candidate will possess strong leadership, problem-solving and communication skills, along with a deep understanding of technical customer service principles and practices.
This is a great opportunity for someone who is obsessed with providing the best in class Customer Experience, using the best tools on the market and furthering their career in the CS field.

What will you be doing?
Direct line management of the CS Specialists ensuring the delivery of the best in class Customer Experience by consistently meeting set KPIs
Taking ownership of complex issues and complaints and knowing when to escalate further to designated teams within the organization in order to reach the most suitable and prompt resolution for the Customer
Developing and maintaining clear documentation on technical procedures and troubleshooting steps for the team to follow
Staying up-to-date on the latest technical developments related to the company's products or services
Assisting with handling major and minor incidents (i.e. service outage, technical bugs)
Providing coaching, feedback, and performance evaluations
Managing the Team’s behaviours and ways of working, ensuring they are in line with MyAssets values
Optimising Team’s performance by identifying and addressing training needs and implementing performance improvement plans
Recognizing employee achievements as well as managing regular Incentive Schemes and monitoring/updating the Team on their progress
Encouraging communication, feedback and motivation within the Team and other departments
Managing Customer Service Team’s workflow and workload, ensuring that all customer inquiries are handled promptly and effectively
Continuously improving Customer Success processes and procedures to enhance efficiency, effectiveness and overall Customer Happiness
Performing other duties as required. This job description in no way states or implies that these are the only duties to be performed by the Customer Success Team Leader. Employees will be required to perform any other job-related duties assigned to them by their management.

What we’re looking for:
Demonstrable experience of being a Technical Team Leader or Supervisor
Strong technical knowledge relevant to the company's products or services
Ability to demonstrate a professional approach at all times whilst under pressure and in a fast-paced, start-up environment
Strong verbal and written communication skills, with the ability to effectively communicate complex information to both internal and external stakeholders
Excellent interpersonal skills, ability to build rapport with Customers and colleagues from diverse backgrounds
Exceptional problem-solving skills, with the ability to identify root causes of the issue and implement effective solutions
Team player who is adaptable and has a great work ethic (willingness to do what needs to be done)
Commitment to providing exceptional customer service, nurturing positive attitude, creating fun, but focused working environment for you and your colleagues
Focus on accuracy and quality of produced work
Creativity and resourcefulness (commitment to beneficial user interaction, always thinking outside the box and going the extra mile to exceed Customer expectations)
Commitment to learning beyond onboarding

What’s in it for you?
Pension scheme
Medical insurance
Regular incentives
Best in class operating systems
From day one we’ll teach you about our product, processes and systems and you’ll learn how to respond to queries quickly and manage the Team efficiently, and become better every day
Your feedback and improvement ideas will be valued and acted upon
Growth opportunities
You will be part of an exciting journey building the market leading B2B and B2C asset management platform and learn from the best experts within the business

Do you think you’ve got what it takes? We’d love to hear from you!