Technical Support Manager • Lead

Who you are

You have a strong technical background and experience in managing customer support operations, particularly in the AML domain. You thrive in a fast-paced environment and are adept at resolving complex technical issues while ensuring high-quality service delivery. Your leadership style is hands-on, and you lead by example, fostering a culture of accountability and operational excellence within your team. You possess excellent communication skills, enabling you to effectively manage customer escalations and collaborate with engineers to drive long-term solutions. You are passionate about building high-performing teams and are committed to continuous improvement in customer support processes.

Desirable

Experience in the financial services sector, particularly in anti-money laundering (AML) solutions, is a plus. Familiarity with technical support tools and methodologies will enhance your ability to lead the team effectively. A background in software engineering or IT support can also be beneficial in understanding the technical challenges faced by your team.

What you'll do

In this role, you will oversee the AML Customer Support operations for international markets, ensuring that your team delivers exceptional service to clients. You will actively guide the resolution of complex product and platform cases, serving as the escalation point for high-severity issues. Your responsibilities will include reviewing technical approaches and customer communications to ensure accuracy and completeness. You will partner with engineers to implement long-term fixes for recurring issues, rather than just addressing symptoms. Additionally, you will manage a team of approximately 16 L2/L3 AML Support Engineers, providing guidance on day-to-day operations and performance management. You will be responsible for maintaining backlog health and driving continuous improvement initiatives within the team. Your leadership will be crucial in fostering a collaborative environment where team members feel empowered to take ownership of their work and contribute to the overall success of the organization.

What we offer

NICE offers a dynamic work environment where you can challenge yourself and grow your career. You will have the opportunity to work with a diverse team of professionals dedicated to delivering high-quality solutions to clients. We provide competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us in making a significant impact in the financial services industry by leading a team that is committed to excellence in customer support.