Team Lead - Product Support Engineer

Electrum is a leading company in next-generation payment software. As a Team Lead - Product Support Engineer, you will be responsible for leading a dynamic and innovative team, enforcing process adherence, and ensuring high-quality client support. The company offers a People First approach, career growth opportunities, and a collaborative environment.

Requirements

• Relevant degree or diploma in IT, Engineering, Computer Science, or a related technical field
• Relevant industry certifications (e.g., ITIL, technical support certifications)
• 3-5 years in technical product, application, or client-facing support
• Experience in an agile/fast-paced technical environment (e.g., FinTech, payments)
• Exceptional communication (written and verbal) and strong analytical problem-solving skills
• Proficient with support tools (e.g.,Zendesk, Elastic or Zenduty)
• Proven ability to enforce processes and maintain quality standards
• Proven Leadership in leading, mentoring, or formally managing technical teams
• A track record of coaching and developing team members within a high-trust, collaborative environment
• The ability to combine personal care with direct challenges, excelling in both giving and receiving constructive feedback
• A client-centric mindset with the discipline to maintain and improve high-quality standards and documentation
• Confident in making autonomous operational decisions while identifying the appropriate moments for escalation

Benefits

• Flexible work hours
• Generous leave (20 days per year)
• Office perks (fully-stocked kitchen and daily catered lunch)
• Social life (regular team activities)