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Support Manager

  • Location:


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  • Published:

    18 days ago

  • Salary range:

    0 - 0

  • Expiry date:

    11 Jun 00:00

​Contour is looking for motivated and highly talented individuals to help grow the company and achieve its hugely ambitious goal. Contour prides itself on having an excellent internal culture, where we strive hard to create the best possible working environment: a healthy mix of change, fast pace, supportive atmosphere, ecosystem collaboration and of course, fun.

Contour hires team members of excellent calibre in every role. While a lot will be asked of you, you will benefit greatly from working in an open, collaborative team, with colleagues who excel. Working at Contour is fast-paced and team-oriented with an emphasis on delivering the highest quality work in every field to ensure our own and our member's success as we reshape the industry.

Context of the role:  

Reporting to the Chief Operations Officer. The Support Manager is responsible for executing day-to-day onboarding and support of clients.

Key Responsibilities:

Define Company Procedures

  • Own the support and incident management procedures in line with industry standards (ITIL etc)

Onboard Customers

  • Complete the onboarding journey including, education, training, technical set-up, invoicing setup, etc

  • Provide white glove support for the first few transactions in order to ensure a high customer experience.

  • Working with the sales team, continually adapt and improve the onboarding process to maximize customer satisfaction

Operate the Support Desk

  • Implement and oversee a 24*7 global support desk and team to resolve client issues.

  • Support application troubleshooting and liaise with 3rd party solution development and hosting providers to resolve issues.

  • Collect client input on access and usage of platform features and issues to pre-empt issues and steer development team.

  • Work with your team to allocate shifts to meet SLAs

  • Work with product teams to review upcoming changes and asses customer impact

Own SLAs Customer Satisfaction

  • Measure and track support SLAs and customer satisfaction

  • Be empowered to drive change throughout the organization to achieve defined goals

Job requirements:

  • Minimum of 3 years in technology/software service management managing a team

  • Strong technical skills (Java, Sprint, React, Azure, SQL Server, Corda Blockchain)

  • Individual with strong problem-solving skills and excellent customer service

  • Proven ownership of processes and team management to meet SLAs

  • Hands-on experience in technical support and incident management with any certifications a plus (eg ITIL)

  • An individual that has strong written and verbal communications

  • A strong work ethic and ability to navigate and thrive in a fast-changing environment

  • Preferably knowledge of trade finance operations

  • Preferably someone that has 2 years of experience within a start-up environment

  • Preferably an individual that has some programming experience

  • Knowledge of distributed application is a plus

  • Knowledge of banking onboarding and KYC processes a plus

Why Join Us?

  • Experience fresh, exciting daily challenges as we reshape the industry

  • Work in a fast paced, highly collaborative and high calibre team 

  • Enjoy opportunities to take on a broad range of roles as the company grows

  • Experience freedom in how you achieve your goals and your working practices

  • Collaborate with a broad range of stakeholders