Cluj-Napoca, Romania

What you will be doing:

As a Tech Support Junior Manager, you will

Manage a team of Frontline Analysts, with a strong focus on achieving key metrics and KPIs
Conduct weekly 1-1’s, coaching, and huddles to develop and mentor team members
Lead a Quality Assurance process to analyse and improve overall ticket handling quality
Drive performance improvements both in your team and across the department as a whole in line with OKRs/ SLAs
Work with the existing Onboarding Team to build and execute initiatives driven to improve Time to Value and optimise usage
Improve customer experience and customer satisfaction (CSAT) within your team
Understand what is driving customer ticket creation, identifying any trends (i.e. case volume) and solutions to address these
Lead internal & external escalations from end to end whilst owning all of the technical and managerial aspects of the issue
Hire and scale the team as and when necessary supporting leadership with hiring forecasts
Responsible for supporting the team with career conversations, progression plans, and development
Control and manage key technical support and administrational tasks
Assist with providing process & technical documentation where required
Conduct regular performance reviews, helping with team development and career pathing within ComplyAdvantage

About you:

As a Tech Support Junior Manager, you will be

Having experience managing or leading a small frontline Support team required
Self-motivated, resourceful, innovative, collaborative, accountable, and committed to their work, with a sense of pride about being error-free
Having experience supporting SaaS platforms is mandatory
Having experience using help desk software and remote support tools
Flexible, excellent at learning on the fly, and willing to push the limits of your abilities for the sake of the team
Able to work independently and in a team environment
Having excellent communication skills; ability to provide step-by-step technical help, both written and verbal
A strong decision maker: You are good at gathering information and making measured decisions, which you then commit to
Having experience in prioritising multiple tickets and deadlines
Excellent attention to details, not afraid to admit when you’ve made mistakes
Remaining calm under pressure
Experienced in working in a support team environment

What’s in it for you?

Competitive salary aligned to your skills and experience
Equity as we want you to have a part of what we are building
Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keep us performing at our best
We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
You will also get a budget of 1215 RON to kit out your home office when you join
Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
Annual learning budget of 10,450 RON (prorated based on start date) to drive your performance and career development
Meal Vouchers 30 RON/ Day
Access to an Employee Assistance Programme (Atlas)
Medical Insurance
7Card Subscription (upon request)

About us:

ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime.

More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.

We have five global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital.

Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.

At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.

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