Job Title: Technical Customer Support Manager

Location: Remote - British Columbia

Candidates residing in Vancouver are preferred.

Position Overview:

The Technical Customer Support Manager will be the primary expert and trusted advisor for LATAM (Latin America) clients, ensuring seamless customer experiences through strategic support and efficient service delivery.

Roles and Responsibilities:

• Manage the implementation and service delivery of clearing solutions for mobile and network operators.
• Provide training and post-implementation support.
• Lead projects for new services and features, coordinating internal and external stakeholders.
• Serve as the main point of contact for operational requests.
• Provide day-to-day support for clearing and BI analytics services.
• Ensure customer satisfaction by offering excellent service and handling service ticket flows.
• Maintain regular communication and conduct customer visits.
• Monitor and improve SLA performance.
• Deliver training on internal tools and business processes.
• Oversee account management coordination for Operations, support, and project delivery.
• Lead change requests, from customer requirements to development, testing, and delivery.

Qualifications and Requirements:

• Experience in the clearing industry and as a technical account manager.
• University degree.
• Experience with business intelligence tools and financial reporting (preferred).
• Fluency in English, with additional languages as an asset.
• Proficiency in MS Windows, Word, Excel, and Outlook.