Customer Support Team Lead

At Visa, we are passionate about making a difference. We lead the way in disrupting fraud from multiple vectors. In this role you will be joining an exciting, innovative business new to the Visa family!

At Featurespace, we strive to be the world’s best software company at protecting our clients and their customers from fraud attacks. We do that with personality, heart and professionalism, cultivating an innovative, fun and positive team atmosphere where everybody can contribute to solving our clients’ problems in new, innovative ways. We are always seeking to be the best at what we do and make our customers smile.

In your role as Customer Support Team Lead you will help us achieve our goals and deliver success on behalf of our customers by:

• Leading a team of up to five support engineers working with some of largest and respected financial institutions in the region. You will coach, mentor, guide and train your team and you will proactively look to improve the way we work.
• Resolving complex technical issues for some of the largest and most respected financial institutions worldwide under strict SLAs.
• Championing our products provide our product development teams with customer feedback and helping your colleagues to understand the technical concepts behind the tools.

Responsibilities:

As a company we hire people with a willingness to adapt to a variable role, so along with the key responsibilities below, we ask for ownership of any other duties as required.

Leadership:

• Lead, mentor and coach a team of Support Engineers focused on delivering enterprise support to Featurespace’s customers.
• Collaborate across teams (Engineering, Sales, Professional Services) to identify issues and implement effective solutions.
• Problem Management: Provide leadership for urgent and critical incidents when required.
• Technical Leadership: Providing technical expertise from a customer’s perspective to your colleagues and other internal stakeholders.
• Foster a culture of continuous improvement across the team.

Providing Support:

• Triage, route and resolve complex technical issues under strict SLAs for our growing base of Enterprise customers.  
• In conjunction with the other Support Team Leads, ensure we have coverage of our 24x7x365 rota.
• Join the on-call engineer rota to provide out-of-hours support for critical service issues.
• Ensure that quality internal and customer facing documentation is created and maintained.
• Be a key source of knowledge on the customer solutions, the underlying technologies, integration methods and operational best practices.

Collaborate:

• You'll encourage and facilitate your team members personal development and career objectives.
• Oversee your teams handling of support tickets, ensuring prompt acknowledgment of issues, and where necessary escalating customer issues to the Director of Customer Support.
• Manage ticket escalations and underlying processes with internal and external stakeholders to drive best practice, prioritization, and timely customer updates.
• Ensure the team is fully onboard with our Knowledge Centred Service (KCS) approach to supporting our customers.
• Work with other leaders across the organization to improve ways of working and quality.
• Participate in recruitment processes and onboarding of new engineers.
• Collaborate with other Professional Services and Support teams to support the launch of new customer deployments and new product releases.
• Deputize as necessary or as requested by the Director of Support.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Basic Qualifications
5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD)

Preferred Qualifications
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

Required experience:

• At least 1 - 2 years of experience as a Support Team Lead or Support Manager.
• Experience operating and managing in a technical support service covering multiple time zones/follow-the-sun model.
• Experience in continuous process improvements within a Support organization.
• Demonstrated ability to prioritize and triage, work under pressure, and think analytically.
• Ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical personnel to non-technical business owners.
• Must enjoy working in a team of like-minded and intelligent people to solve complex problems.
• Ability to adapt and stretch capabilities and skills to meet the business needs of a fast-growing technology firm.
• Demonstrable knowledge of the Linux operating system and shell scripting.
• Experience with ITSM best practice frameworks such as ITIL.
• Be the driver of change and continuous improvement.

Work Hours: Varies upon the needs of the department..

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 111,200.00 to 161,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.