Technical Support Manager @Blox Route

[Hiring] Technical Support Manager @Blox Route

Dec 31, 2024 - Blox Route is hiring a remote Technical Support Manager. 💸 Salary: unspecified. 📍Location: Israel.

bloXroute is seeking an experienced results-driven Technical Support Manager to join our dynamic team. As the Technical Support Manager you will be responsible for managing a team of Technical Support Engineers. This role will involve working closely with bloXroute users to understand their needs and help them maximize the value of our products and services. Manage support downtime and product issues, while effectively communicating status updates to users.

Responsibilities

Lead and mentor the technical support team by defining responsibilities and procedures

Assess, select and implement new customer support tools to enhance team efficiency to align with bloXroute products

Continuously improve the technical support processes to enhance team efficiency and deliver an exceptional experience

Establish clear workflows, SLAs (Service Level Agreements), and escalation protocols

Manage and escalate technical solutions to Engineering teams to resolve all concerns and communicate to users in a timely manner

Ensure the team has clear documentation of technical issues, solutions and feedback

Maintain a deep understanding of all products and services to effectively guide and support the team

Guide new users, blockchains, miners and businesses through the onboarding process ensuring they are fully able to use products and services

Provide regular reports on key performance indicators such as resolution times, user satisfaction and team productivity

Conduct research to improve software and utilize data to provide insights and recommended action plans

Understand users’ goals and objectives, and provide a strategic insight on how to help them achieve their success with bloXroute solutions

Customize support tools to meet customer needs and team workflows

Requirements

5+ years of experience as a Technical Support Manager or relevant experience

Proven management skills with the ability to motive, coach and develop a high-performing team

Understanding of ETH (EVM) or Solana blockchain networks

Experience with using web3 (like web3py, web3js) clients to query blockchain data

Understanding of blockchain nodes and p2p networks

Experience with managing large amount of users via social networks

Excellent communication skills, with the ability to build rapport and trust with users

Proven problem solving skills with a proactive approach

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📍	Be aware of the location restriction for this remote position: Israel
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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Technical Support Manager @Blox Route

Customer Service

Salary 💸 unspecified	Remote Location Israel
Job Type full-time	Posted Dec 31, 2024

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📍	Be aware of the location restriction for this remote position: Israel
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Technical Support Manager @Blox Route

Responsibilities

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