
Technical Support Manager
5 days ago
We are seeking an experienced technical support leader to drive the success of our Wise Platform in EMEA. As a key member of our global technical support team, you will be responsible for leading the EMEA Technical Support team based in Tallinn, taking ownership of the tech support KPIs for partners and team members in the region.
The successful candidate will have experience in a technical support leadership setting for an API product, with a strong understanding of common support KPIs. They will be able to scale rapid support responses in their teams, ensuring every inbound case is acknowledged within 15 minutes. A strong communicator, they will be able to articulate complex technical concepts to a non-technical audience.
Key Responsibilities:- Enable 24/7 technical escalation coverage to support critical incidents impacting Wise Platform partners.
- Organise the processes, workload, and team capacity to ensure compliance with our SLAs for technical support.
- Cultivate a deep expertise in the Wise API products and capabilities, as well as a solid understanding of how Wise Platform partnerships integrate with the solution.
- Become a go-to expert for internal stakeholders on all things technical support-related.
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