Team Lead, Customer Support Desk

  • AlphaPoint
  • New York, New York
  • Apr 25, 2018

Job Description

AlphaPoint, a leading blockchain provider, is looking for a talented Team Lead to help build a global customer support desk for our growing organization! The Team Lead will manage our customer support function who will have a direct line of communication to AlphaPoint's global top tier clientele. This team will contribute to the overall success of AlphaPoint by ensuring specific individual initiatives of the team members are executed in line with business strategies and customer demands.

Job Responsibilities:

As a Team Lead of our customer support desk, you will:
  • Champion a customer focused culture to deepen client relationships.
  • Demonstrate initiative through recommending innovative solutions and continuous improvements to existing processes.
  • Ensure all activities conducted are in compliance with governing regulations, internal policies and procedures.
  • Identify critical issues and escalate them accordingly, as well as respond appropriately to sensitive client inquiries within defined SLAs.
  • Be a point of contact for technical and non-technical escalations.
  • Maintain data on incoming inquiries as well as provide trends to AlphaPoint management.
  • Ability to adapt to change and prioritize escalations as needed.
  • Experience with managing incoming technical troubleshooting.
  • Excellent analytical and problem-solving skills.

Basic Qualifications:
  • Bachelor's degree within Computer Science, Engineering or military experience.
  • At least 1 year of experience working in a remote office.
  • Have the ability to read, understand, and modify code (code-competency) for diagnosis, escalation and resolution.
  • At least 4 years of experience analyzing system logs, event logs, crash dumps, SQL Trace files, within a Windows or Linux environment.
  • At least 7 years of experience managing a global customer support desk within the capital markets industry.
  • Strong working knowledge of infrastructure/environment components (middleware, policy servers, monitoring, environmental properties) and the integration into application architecture.

Preferred Qualifications:
  • Master's Degree within Computer Science, Engineering or related field
  • At least 3 years of experience building out a high functioning customer service footprint globally.
  • Have the ability to read, understand, and modify code (code-competency) for diagnosis, escalation and resolution.
  • Ideally have a CSM Certification (Customer Success Manager).

Why AlphaPoint?
  • We have the best engineering and product talent in the blockchain industry. Period.
  • Our solutions are battle-tested. We have a growing list of the world's largest exchanges as paying customers.
  • We are the leading provider of platform solutions in the digital asset exchange world and our customers and prospects know it.
  • We've attracted top-tier investors, advisors and an experienced leadership team.
  • We operate daily in a smart, get-it-done, innovative and fun culture.
  • We're ready to offer the right candidate a competitive compensation package.

About AlphaPoint

AlphaPoint is a financial technology company that powers digital asset networks and provides institutions blockchain-enabled solutions to store, track, and trade digital assets. Its secure, scalable, and customizable platform enables customers to deploy blockchain technology to innovate, differentiate, and transform their businesses. AlphaPoint powers digital asset exchanges on 5 continents, and is led by a seasoned team with 400+ years in financial technology. AlphaPoint has offices in New York City, Philadelphia, and San Francisco.

The Company reserves the right to modify the duties and responsibilities associated with this position at any time, at its discretion.