Manager Product Support - FinTech

Company Overview

EquiLend is a global leader in the financial technology (FinTech) space, specializing in providing cutting-edge solutions to the securities finance industry. Operating in over 30 markets and trusted by more than 130 firms globally, we are dedicated to simplifying and optimizing the securities finance ecosystem. Our comprehensive suite of SaaS products and services are designed to support the diverse needs of financial organizations by enhancing operational efficiency, ensuring regulatory compliance, and providing actionable market insights.

Team Overview

Are you passionate about delivering exceptional product support and driving operational excellence? Join our dedicated team where your expertise and leadership will contribute to ensuring high-quality support services for our global financial clients.

As a Product Support Manager, you will play a pivotal role in shaping and executing support strategies that align with our organizational goals, your leadership skills will help ensure you and your teams exceed client expectations at all times.

Sound interesting? Apply now!

Role Responsibilities

• Oversee day-to-day product support operations, ensuring effective issue resolution and maintaining high client satisfaction.
• Manage, mentor and support team members, fostering a culture of collaboration, innovation, and excellence.
• Collaborate with cross-functional teams, including DevOps, QA and development, providing feedback and improvements suggestions.
• Manage and resolve complex technical issues, serving as an escalation point and ensuring timely resolutions.
• Build strong client relationships by maintaining effective communication and delivering on support commitments.
• Lead initiatives to optimise processes and enhance team efficiency, ensuring alignment with company goals.
• Track and report on key metrics, providing insights and recommendations for continuous improvement.
  
  
  

Required Skills

• 10+ years of relevant experience in technical product support or a related field.
• Demonstrated leadership and strategic planning skills, with experience managing high-performing teams.
• Experience in a relevant industry such as finance, FinTech or SaaS.
• Familiarity with SQL, Unix, and Python, with a strong background in supporting complex systems, including microservices and middleware (e.g., MQ, Kafka).
• Strong problem-solving capabilities and a proactive approach to addressing technical challenges.
• Excellent spoken and written communication skills in English
• Excellent client management skills, with the ability to build strong, lasting relationships.
• Experience in Agile methodologies and driving process improvements.
  
  
  

Role Location Benefits

• Hybrid Working: You can work remotely for up to 50 days each year.
• Discretionary Annual Cash Bonus: A discretionary cash bonus is available to reward your performance and contributions to the company’s success.
• Generous Vacation Days Per Year: Take advantage of 30 vacation days annually, plus public bank holidays.
• Family Health Insurance Coverage: Comprehensive health insurance coverage for you and your dependents available from your first day.
• Personal Accidental Injury Insurance: Feel secure with personal accidental injury insurance provided from the start of your employment.
• Annual Team Building Retreat: Participate in an annual team-building retreat at a new and exciting location each year with a hackathon and the chance to bring ideas to reality!
• Relocation Assistance: If you’re relocating from more than 40 miles away, we provide hotel accommodation and travel ticket reimbursement to help ensure a smooth transition.
  
  
  

Diversity & Inclusion

At EquiLend, we are committed to upholding an inclusive and diverse workplace. We are proud of a culture where discrimination based on age, gender, race, ethnicity, disability, sexual orientation, or any other characteristic is unequivocally not tolerated. We recognize that diverse perspectives and experiences are foundational to our success and innovation. If you require any accommodations during the interview process, please inform us so we can ensure your experience is fair and comfortable.