Head of Support (Institutional)

Job Descriptions :

Have a strong technical background, API experience &analytical skills

• Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues and provide timely solutions.
• Articulate product and API solutions to clients over telegram and phone ( if needed), demonstration a deep understanding of our offerings.
• Collaborate with the sales and product teams to relay customer feedback.
• Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions.
• Establish on boarding and training programs for new team members, ensuring a smooth integration into the support team.
• Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness.
• Participate in the recruitment process by interviewing and evaluating potential candidates for the support team.
• Escalate complex issues to L2 support when necessary, collaborating with them for timely resolution.
• Focus on efficient ticket resolution to meet service legal agreements and ensure customer satisfaction.
• Stay updated with the latest development in API's, trading and related technologies.
• Collaborate with L1 & L2 support to enhance API knowledge and improve issue resolution process.

Job Requirements :

• Bachelors in STEM or business related fields.
• At least 5 years working experience
• General qualifications in customer support or related fields.
• Strong technical background with API experience.
• In-depth trading and API knowledge.
• Strong expertise in remote team management.
• Willing to work at Kuala Lumpur