Technical Support Manager

BitGo



BitGo is the leader in custody and security solutions and is the largest independent digital asset custodian in the world. Founded in 2013, BitGo is the first digital asset company to focus exclusively on serving institutional clients. In 2018, it launched BitGo Trust Company, the first qualified custodian purpose-built for storing digital assets and established BitGo New York Trust in 2021. BitGo also offers market leading trading, lending, and borrowing services and supports over 400 digital assets on its platform. BitGo provides the security and operational backbone for more than 500 institutional clients in 50 countries, including many of the worldโ€™s top cryptocurrency exchanges and platforms.

We are looking for a Technical Support Manager to lead our US Support team in initiatives, ensuring we are providing top tier support to our global clients. You will be responsible for Technical Support Operations functions including policies, procedures, and documentation.

Responsibilities:

  • Manage and mentor a team of technical support staff.
  • Ensure that leadership is informed of deviations from project performance on a timely basis and assist in identification and mitigation of risks that may impact performance.
  • Manage projects to ensure objectives are met given scope, schedule and budget constraints.
  • Develop and maintain written objectives, and roadmaps for fulfillment of those objectives.
  • Set team goals and execute strategic initiatives to scale our support capabilities.
  • Provide support responses to escalated technical issues
  • Investigate client inquiries and provide โ€œwhite gloveโ€ assistance via phone, email, or chat
  • Develop and maintain technical and non-technical playbooks
  • Prioritize and manage several open inquiries at one time

Skills & Experience:

  • Strong people management experience required
  • 4+ years of team management experience
  • Great communication skills, both verbal and written
  • Expert understanding of Google apps, Freshdesk, JIRA
  • Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth

Why Join BitGo?

Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want risks to be part of the team that changes the worldโ€™s financial markets.

Here are some of the benefits of working at BitGo:

  • Competitive base salary, bonus and stock options
  • 100% company paid health insurance for employee, partner and dependents
  • Up to 5% 401k company match
  • Paid parental leave, paid vacation
  • Free custom lunches, dinners and snacks
  • Computer equipment and workplace furniture to suit your needs
  • Great colleagues and inspiring startup environment
  • Benefits may vary based on location

Cryptocurrencies are the most disruptive change the financial services industry has seen in years. Join us and youโ€™ll be able to look back and say you were part of the team that transformed investing.


Apply now
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