ComplyAdvantage
Financial Crime
SeniorManager,TechnicalSupport
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Manager, Technical Support at ComplyAdvantage. Skills: People leadership, Tiered support operations, Data-driven decisions. Lead global customer support function. Own operational performance”
What You'll Achieve.
Raise bar on quality; Raise bar on accountability; Raise bar on strategic contribution; Drive efficiency; Drive quality; Automate up to 95% KYC; Automate AML; Automate sanctions reviews; Cut onboarding times by 50%; Reduce false positives by 70%; Handle 7x more work
Industry & Context.
Root cause analysis; Troubleshooting; Data-driven decision making
What They're Looking For.
Must Have
4+ years technical support experience, 2-3 years management experience, Managed managers or multiple teams, Experience with tiered support model, Experience configuring ticketing platforms, Experience reporting on ticketing platforms, Experience optimizing ticketing platforms, Experience in B2B SaaS environment, Ability to write clear responses, Ability to write crisp escalations, Calm under pressure, Decisive when it matters, Triage competing priorities, Keep teams focused, Developer of people, Manage across geographies, Experience with distributed teams, Experience with hybrid team structures
Nice to Have
L1/L2 experience strongly preferred, Pylon experience not required, Fast learning essential
What You'll Do.
Lead global customer support function
Own operational performance
Own development of teams
Ensure right work lands at right level
Raise the bar on quality
Raise the bar on accountability
Raise the bar on strategic contribution
Set direction for team operations
Set direction for performance measurement
Set direction for support insight usage
Define operational boundary between L1 and L2
Maintain operational boundary between L1 and L2
Set clear performance expectations
Performance-manage underperformance
Set improvement goals
Follow through on goals
Create structured development paths
Take ownership of service failures
Ensure root cause is understood
Embed lessons from failures
Maintain continuous training programme
Identify knowledge gaps proactively
Ensure targeted training is in place
Build culture of accountability
Build culture of curiosity
Build culture of customer empathy
Partner with Singapore coverage
Ensure follow-the-sun continuity
Track automation progress
Report to leadership on cadence
Report to senior stakeholders on tooling
Use L2 insight to improve L1 tooling
Use L2 insight to improve L1 playbooks
Use L2 insight to improve L1 self-service
Address training needs
Monitor recurring disruption patterns
Surface systemic risks to Product
Surface systemic risks to Engineering
How You'll Work.
Team & Collaboration
Partner with Product; Partner with Engineering; Work with Engineering; Work with Product; Work with Customer Success; Manage across geographies; Work with distributed teams; Work with hybrid teams
Communication Scope
Customer-facing responses; Internal escalations
Full Job Description
We are looking for a Senior Manager, Technical Support to lead our global customer support function across two distinct teams: an L1 team of 6 analysts based in Cluj-Napoca, Romania, and a remote L2 team. You will own the operational performance, quality, and development of both teams, and you will be responsible for ensuring that the right work lands at the right level — with L1 handling high-volume, well-defined requests, and L2 owning complex, technical, and escalated cases. This is a senior people leadership role. You will be close to the data and close to your teams, but your primary job is to raise the bar — on quality, on accountability, and on the strategic contribution that support makes to the business. You will set the direction for how both teams operate, how performance is measured, and how support insight is used to drive product and process improvement. We have recently migrated from Zendesk to Pylon as our customer ticketing platform. We do not expect you to have Pylon experience — but we do expect you to be the kind of person who picks up a new system quickly, configures it to work well, and continuously optimises it as the teams’ needs evolve. What We Are Specifically Looking For Four qualities matter most in this hire. They are called out here because they are non-negotiable, and because we want to be transparent about what success looks like. Proven senior people leadership. You have managed managers or led multiple teams, not just individual contributors. You are comfortable holding people accountable, having difficult conversations early, and building a culture where the team knows where it stands and feels supported to grow. This is not a first management role. Using data and AI to drive decisions and accountability. You use data as a matter of habit — to spot trends, quantify problems, and hold others accountable across both teams. You are genuinely curious about AI tools and how they can make the function smarter and faster. You can translat
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