Technical Support Manager at BitGo - Apr 24

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Technical Support Manager


BitGo Jobs · India · Technical Services
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Job Overview

We are looking for a Technical Support Manager to lead our US Support team in initiatives, ensuring we are providing top tier support to our global clients. You will be responsible for Technical Support Operations functions including policies, procedures, and documentation.

Responsibilities:

  • Manage and mentor a team of technical support staff.
  • Ensure that leadership is informed of deviations from project performance on a timely basis and assist in identification and mitigation of risks that may impact performance.
  • Manage projects to ensure objectives are met given scope, schedule and budget constraints.
  • Develop and maintain written objectives, and roadmaps for fulfillment of those objectives.
  • Set team goals and execute strategic initiatives to scale our support capabilities.
  • Provide support responses to escalated technical issues
  • Investigate client inquiries and provide “white glove” assistance via phone, email, or chat
  • Develop and maintain technical and non-technical playbooks
  • Prioritize and manage several open inquiries at one time

Skills & Experience:

  • Strong people management experience required
  • 4+ years of team management experience
  • Great communication skills, both verbal and written
  • Expert understanding of Google apps, Freshdesk, JIRA
  • Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growt

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BitGo Overview

BitGo is the leader in digital asset financial services, providing institutional investors and crypto platforms with liquidity, custody, and security. In 2020, the company reached new milestones with the launch of BitGo Prime, the first and only deeply integrated, full-stack solution with custody, trading and lending. With the launch of BitGo Portfolio and BitGo Tax, the company also manages activities across wallets, exchanges and service providers.

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