Katipult is a global distributed Fintech company that is growing rapidly and pushing innovation with our product and with our processes as an organization. We provide cloud-based infrastructure that allows firms in alternative investments to design, setup, and management an investment platform.
We are looking for a Support Manager to work closely with the operations team. This is a leadership position with responsibilities that include, but are not limited to, coordinating the implementation of onboarding strategy, setting and ensuring that KPIs are delivered on; creating a plan for scaling the support team.
WHAT WE ARE LOOKING FOR
Implementation and management of various KPIs within the first 2 months.
Evaluate and implement changes to our support team structure within the first month.
Establish clear, efficient and repeatable processes and procedures for all customer support operations
Drive continuous improvement and create training programs
Formulate and implement departmental and organizational policies and procedures to maximize output.
Build and sustain capable and productive project onboarding teams
Coach direct reports to become accomplished leaders and managers. Support the development of future leaders and managers at all levels of operations.
Build, maintain and continuously improve an effective Project Financial Management system (budgeting, estimating, pricing, change management, etc.)
Assist in the development of strategic plans for operational activity.
Coordination with sales, marketing and development to manage effective flow of work
Develop and maintain effective systems for client interaction and feedback. Ensure key interactions and decisions are appropriately documented and well organized.
Ensure all clients are well managed (open, clear and frequent communication)
Establish processes to understand monitor and report current and future customer needs to ensure high customer satisfaction, and drive the development of new service offerings
WHAT YOUR BACKGROUND INCLUDES
5+ years management experience preferably in fintech or private capital markets
Degree in a related subject – PMP or Six Sigma an asset
5+ years experience working with a technical support team
Collaborative and engaging management style
Experience growing a team from 50 to 100 employees out of multiple remote locations
Customer service orientation and excellent relationship building skills
Comfortable in an entrepreneurial environments
Detail-oriented with impeccable organization skills
We are progressive, unconventional, and extremely hard working people. We are looking for leaders and people that are easy to work with. If you are up for the challenge and believe you can help our company get to the next level we want to hear from you. Expect a lot of independence, challenging work, and a talented team to support you reach your professional goals!