ATAS is a leading analytics platform that helps traders make informed trading decisions through the analysis of exchange data, order flow, and liquidity.
As our product evolves and our global user base grows, we are looking for a strong Head of Technical Support to lead our support function, build scalable processes, and deliver a high standard of service to our customers.
About the role
We are looking for an experienced leader who can build an effective technical support function, develop the team, and ensure excellent customer service.
You will be responsible for both the day-to-day support operations and the ongoing development of processes, automation, analytics, and collaboration with our product and engineering teams.
Your responsibilities
Team leadership
- Lead the technical support team, including L1, L2, Supervisor, and Tech Expert roles.
- Plan workloads, set priorities, and oversee task completion.
- Hire, onboard, and develop team members, providing regular feedback.
- Foster a culture of service quality and customer focus.
Process development and improvement
- Design and improve technical support processes.
- Implement SLAs, escalation workflows, and service standards.
- Develop the knowledge base and internal documentation.
- Automate the handling of common requests and improve team efficiency.
Support analytics and service improvement
- Monitor and analyse key support metrics, including SLA performance, CSAT, FRT, and resolution time.
- Identify bottlenecks and implement improvements.
- Prepare reports and recommendations to improve support effectiveness.
Complex case management
- Help resolve critical customer issues and escalations.
- Ensure high-quality customer communication.
- Analyse the root causes of problems and prevent them from recurring.
Cross-functional collaboration
- Work closely with Product, Development, and QA.
- Share customer feedback and product insights with the development team.
- Participate in testing new features, release activities, and internal team training.
What we are looking for
- Experience in FinTech, Trading, or Crypto.
- A solid understanding of how trading platforms work. Experience with ATAS or similar solutions is a significant advantage.
- 5+ years of experience in technical support, including at least 3 years as a Head of Technical Support.
- An understanding of the technical aspects of software products: APIs, logging, integrations, bug analysis, and monitoring systems.
- Experience with service desk platforms such as Intercom, Freshdesk, Zendesk, Jira Service Management, or similar tools.
- Experience building support processes, managing SLAs, and working with support KPIs.
- Strong leadership, communication, and organisational skills.
- English proficiency at Upper-Intermediate (B2) level or above. Additional languages are a plus.
- A structured approach to problem-solving, a proactive mindset, and the ability to work comfortably in a fast-growing environment.
Nice to have
- Experience with B2B SaaS products.
- Experience managing a distributed team.
- Experience building a support function from scratch or scaling an existing one.
- An understanding of trading concepts such as Order Flow, Footprint, DOM, and Volume Analysis.
- Experience with AI-powered support automation, chatbots, or LLM-based solutions.
Want to build a technical support function that sets the standard for service in the trading industry? We would love to meet you — send us your CV!
Contact Us:
Contact: @Andrii_HR_ATAS
Email: Jobs@atas.net