01Responsibilities
Lead and mentor the Technical Support team, providing guidance, feedback, and performance coaching.Set clear performance expectations, provide feedback, and foster a culture of accountability.Monitor support queues and SLAs, ensuring inquiries are handled within defined response times.Define and implement support workflows and escalation procedures tailored to retail clients.Maintain a high bar for customer experience, ensuring the team is delivering professional, empathetic, and timely support.Oversee high-volume retail support inquiries, ensuring efficient resolution through chat, email, and phone.Act as an escalation point for complex customer issues, collaborating with product and engineering teams when neededDevelop self-service and knowledge base solutions to empower retail customers and reduce support volume.Ensure compliance with security policies and best practices when handling sensitive customer data.Track and analyze support trends, customer pain points, and key performance metrics to drive continuous improvement.Work closely with engineering and product teams to report recurring issues and suggest enhancements for the retail platform.Own incident management and post-mortem reporting for major support-related events.Qualifying Skills & Experience:Have graduated with Computer Science or related bachelors degree5 years of work experience in a technical support setting with at least 2 years in a lead role within financial/crypto institutions preferred Strong problem-solving and troubleshooting skillsStellar team player and can navigate issue resolution with cross functional teamsFantastic communication skills, both verbal and writtenGood understanding of Google apps, Salesforce, JIRA, IntercomFlexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growthTechnical troubleshooting experience preferred, not intimidated by command-line interfacesWhy Join BitGoDisrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want risks to be part of the team that changes the worlds financial markets.Here are some of the benefits of working at BitGo:Competitive salaryIT equipment support for workMeal and commute allowanceMedical InsuranceAttractive Well-being allowance (comprised of medical, wellness and fitness aspects)Snacks: on-the-house in the Bangalore officeGreat/Talented workforce to learn and grow withCryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and youll be able to look back and say you were part of the team that transformed investing.Note: This role requires working onsite at the Bangalore office. .
