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Holland FinTech
Holland FinTech

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



Customer Service
Posted on Friday, June 7, 2024
About Us

Hawk is a software company dedicated to fighting financial crime, based on its world-leading Software-as-a-Service platform. Technology is the only way to combat financial crime. The Hawk team has dedicated itself to being at the forefront of innovation in this field. Our solution is a 24/7, real-time, planet-scale platform allowing financial institutions to intelligently screen & monitor financial transactions for suspicious behavior (such as Money-Laundering, Fraud, or the Financing of Terrorism). We apply a breadth of Machine Learning techniques to precisely detect, alert, and investigate fraudulent behavior – using customer and transactional data from the institutions on our platform. Addressing pressing worldwide challenges, we offer a culture of mutual trust, fun, and passion – while providing individuals with endless opportunities to grow professionally and make a difference in the world.

Your Mission

Are you driven by the pursuit of excellence in customer service? At Hawk, we're on a mission to revolutionize support delivery for our clients, and we're looking for a dynamic individual to join us as our Support Lead. In this role, you'll be at the forefront of our customer delivery and enablement process, ensuring that every interaction reflects our commitment to quality, timeliness, and consistency. Your primary responsibility will be transitioning support responsibilities from the existing Solution Consulting team and establishing a robust support function that sets the standard for excellence in the industry.

As the Support Lead, you'll have the opportunity to shape the future of our support operations by designing and implementing processes, tools, and training programs. Your leadership will be instrumental in assembling and developing a team dedicated to delivering best-in-class customer service. Beyond addressing immediate needs, you'll focus on long-term customer success by building a knowledge base and empowering clients with the skills and resources to combat financial crime effectively. Additionally, your role will serve as a vital link between our customers and product development, providing valuable insights to drive continuous improvement and innovation.

Join us at Hawk and be part of a dynamic team committed to redefining customer support and making a tangible impact in the fight against financial crime. We want to hear from you if you're passionate about delivering exceptional experiences and driving positive change. Apply now and help us shape the future of support excellence!

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 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

Job Requirements

  • Bachelor's degree or equivalent in engineering, computer science, business informatics, information systems, or related fields
  • 3-5 years of customer-facing experience, such as technical support or implementation roles
  • Ready to assume online management responsibilities as team grows
  • Excellent communication and presentation skills in German and English; proficiency in other languages is a plus
  • Strong blend of technical and business knowledge
  • Quick thinker with an analytical mindset and attention to detail- Interpersonal skills for effective interaction with technical, compliance, and business counterparts
  • Experience in compliance/AML/Fraud background is advantageous
  • Technical documentation writing experience is beneficial

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 provides competitive remuneration and benefits