Technical Support Leader

As the Technical Support Leader, you will be responsible for leading the technical support team to provide efficient, professional technical support services for users, partners, and internal teams. You will build and optimize the technical support system, manage the support team’s daily work, ensure timely and effective resolution of technical issues, improve user satisfaction, and provide strong technical support for the stable operation of the platform (digital currency trading, payment services, etc.). This role requires balancing service quality, efficiency, and team development to align with the company’s compliance and business development goals.

Key Responsibilities

Team Management & Development

Build, manage, and develop the technical support team, formulate team OKRs, performance assessment standards, and talent training plans to improve the team’s professional capabilities and service level.

Arrange daily work assignments for the team, supervise work progress, and handle team performance management, conflict resolution, and staff motivation.

Establish a team knowledge sharing mechanism, organize technical training and skill exchanges to enhance the team’s overall technical support capabilities.

Technical Support System Construction & Optimization

Establish and improve the technical support process (including problem acceptance, classification, disposal, feedback, and closed-loop management) to ensure standardized and efficient handling of support requests.

Optimize the technical support channel (online consultation, phone, email, ticketing system, etc.) to improve the efficiency of problem acceptance and response.

Cooperate with the R&D team to optimize the support system, improve the intelligent response capability, and reduce manual intervention.

Technical Issue Handling & Coordination

Lead the team to handle complex technical issues (such as platform system failures, user operation problems, payment channel exceptions, blockchain-related technical issues, etc.), coordinate internal technical resources (R&D, product, etc.) to promote problem resolution.

Track and analyze technical support data (such as problem types, resolution time, user satisfaction), summarize common problems, and put forward suggestions for product and system optimization.

User & Partner Support

Ensure the team provides professional, timely technical support for platform users (individuals, institutions) and partners, including problem consultation ， operation guidance, etc.

Collect user and partner feedback on technical issues, sort out key demands, and coordinate relevant departments to promote improvement.

Compliance & Risk Control

Ensure that technical support work complies with the company’s regulations and relevant industry norms, and strictly protect user data and transaction information security.

Cooperate with the compliance team to provide technical support-related compliance materials and respond to regulatory inquiries.

Cross-departmental Collaboration

Cooperate closely with R&D, product, operation, compliance, and other departments to align technical support work with business development, and promote the optimization of product and system functions based on support feedback.