Support Lead - German Speaking (f / m / d)

Your Mission

A vital part of the customer delivery and enablement process, the Support function aims to deliver a quality, timely and consistency of customer service to HAWK : AI’s existing and future clients. The Support Lead will take over the support responsibility from the existing Solution Consulting team and build out the required processes, tooling and personnel for a best-in-class customer support function as the first of a team you’ll help establish over time. This new function will drive success for our customers through a passion for a positive customer experience and effective, responsive communication.

HAWK : AI support function targets efficient customer enablement and issue resolution as our daily face to the customer. Whether it is technical issues or requests for information, it is not just about serving the need in the moment but improving HAWK : AI’s service over time by helping to build a knowledge base to ensure our customers have the tools and know-how to effectively fight financial crime. Your role is also a valuable source for input for product to continuously improve effective and efficient product delivery.

Your Responsibilities

• Establish the support function and build out processes and tooling, based off processes and lessons learned from the Solution Consulting team
• Building the support team around you and hiring the required personnel to scale the function
• Monitor support communication channels (email, Slack, phone) with clients to receive and respond to support requests in a timely manner
• Prioritize support requests according to internal and external support & bug SLAs to ensure issues / requests are actioned in accordance with severity and impact
• Establish and expand on support SLAs influencing our evolving contractual setup
• Provide first-line investigation into support requests to determine best course of action
• Triage support requests as the customer champion to relevant internal teams with as much detail as possible to allow teams to resolve issues
• Provide clear and informative updates to clients on the status of support requests throughout the resolution process
• Identify areas of documentation gaps for clients to minimize support overheads for common queries and topics
• Create and maintain a high quality, informative and visually / thematically consistent knowledge base and product documentation for clients, to make the knowledge share process for HAWK : AI products and services as efficient and low-overhead as possible
• Liaise constantly with Product Management, to provide feedback on common problem areas and issue types observed

Your Profile

• 3-5 years of experience in a customer-facing role, e.g. technical support or implementation roles
• Ready to take on line management responsibilities as the support function grows and additional members of the team join
• Excellent business communication & presentation skills in German AND English, other languages are a plus.
• Bachelor’s degree or a combination of education and experience in engineering, computer science, business informatics, information systems, or sciences
• Combination of strong technical and business knowledge
• A quick thinker with an analytical and problem-solving mindset with attention to detail
• Interpersonal skills allowing effective interaction with technical, compliance & business counterparts
• Experience with compliance / AML / Fraud background is a plus
• Experience writing technical documentation is a plus

Why us?

• Accelerate your career growth by joining a well-funded startup that was named one of the “World’s top 100 AI Fintechs” as well as “Top EU-startups to watch”
• You will be at the center of a fast-growing high-tech startup using the latest in Cloud technology, AI (Artificial Intelligence) and machine learning
• You will be part of an incredibly diverse and international team consisting of 25+ nationalities across offices in Europe, the USA and beyond
• You will have a high degree of collaboration, ownership, and autonomy. Your work matters!
• Your work will not only drive innovation but also positively impact our society on a global level : We are fighting financial crime and aim to prevent $1.6 trillion in money-laundered worldwide annually!
• For tech-enthusiasts : our modern tech stack includes Kafka, Elasticsearch, AWS, MongoDB, Kubernetes, ArgoCD, Java 11, Spring, Python, React and others
• HAWK : AI provides competitive remuneration and benefits

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