Fireblocks
Helping thousands of organizations securely mint, transfer, and store crypto.
Cybersecurity • Blockchain • Finance • Crypto • Custody
501 - 1000
Technical Support Director
July 24
🏢 In-office - Manhattan
Fireblocks
Helping thousands of organizations securely mint, transfer, and store crypto.
Cybersecurity • Blockchain • Finance • Crypto • Custody
501 - 1000
Description
• Hands-On Involvement in Incident Management • Ensuring Operational Excellence and engaging with top customers to deliver high-quality service • Focus on Customer Satisfaction, Productivity, Training of TAC & TAM, and Employee retention & Growth • Expanding and Scaling our Platinum/Premium Support strategy, direction, and initiatives • Acting as the ultimate point of escalation for client support issues • Providing overall leadership to managers and staff to adhere to processes, procedures, and policies • Collaborating with various teams such as Product, R&D, Customer Success, and Services to manage specific customer needs • Tracking Key Performance Indicators (KPIs) such as Initial Time to Response, Avg Time to resolution, Backlog Management, and CSAT results • Working on escalated issues with the R&D(Engineering) team and providing advanced troubleshooting support • Providing mentorship and guidance on technical and non-technical issues as needed
Requirements
• Experience managing cross-functional programs, in a fast-paced environment and the ability to manage multiple projects and priorities • Strong professional presence and confidence working with and advising entry-level through top executives • Strong work ethic, integrity, and organizational skills • Technical and hands-on mindset, willing to triage and troubleshoot critical issues • Bachelor’s Degree, relevant college education, or equivalent experience • 3-5+ years of management experience; senior management and/or director-level experience preferred • An overall experience of at least 10-15 years in Support Services or Professional Services • Experience with Fintech, SaaS, or Blockchain technologies is a plus
Benefits
• Competitive equity grant • Very generous benefits
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