Fundraise Up

Fundraise Up

Fundraise Up specializes in enhancing online donation processes through AI-driven conversion optimization and integrated payment solutions, enabling organizations to maximize their fundraising potential and improve donor engagement.

Capital Markets
51-250
Founded 2017

Description

  • Lead and develop a team of 7 Technical Support Engineers.
  • Manage and support Lead Support Engineers across knowledge base development, AI tooling, onboarding, and quality improvement initiatives.
  • Conduct regular 1:1 meetings, coaching sessions, and performance reviews.
  • Support engineers’ professional development and career growth.
  • Own the operational performance of the support team.
  • Monitor and manage support metrics including SLA, response times, resolution efficiency, and CSAT.
  • Work with the Support Operations Manager to maintain support quality and customer satisfaction.
  • Manage workload distribution and team scheduling.
  • Improve support workflows, processes, and documentation.
  • Identify operational improvement opportunities and implement changes to help the team scale efficiently.

Requirements

  • English proficiency at C1 level or higher for working with US-based teams in a professional environment.
  • Fluent Russian for internal communication with the support team.
  • 2+ years of experience managing a Technical Support team in a leadership role such as Team Lead, Support Manager, or similar.
  • Experience leading teams of 5+ support engineers.
  • Strong understanding of support operations and service metrics such as SLA, response times, resolution efficiency, and CSAT.
  • Proven ability to coach and develop support engineers.
  • Experience using support metrics and data to drive operational decisions.
  • Strong communication and stakeholder management skills.

Benefits

  • Stock options / equity options.
  • 30 days off.
  • 100% paid telemedicine plan.
  • Home office setup assistance for furniture and workspace equipment.
  • English learning courses.
  • Relevant professional education.
  • Gym or swimming pool access.
  • Co-working support.
  • Remote working.

Interested in this position?

Apply directly on the company website

Apply Now

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