Meet the future

Akoya is an API-based network backed by major financial institutions that creates a safer and more transparent way for people to safely send their personal financial data to third-party financial apps. If you are inspired and fascinated by innovative technology that solves complex, real-world problems, then join us as we transform how financial data is accessed and shared. Akoya offers a highly collaborative, fast-paced, and fun working environment and our team is comprised of diverse, creative, and driven professionals with expertise in the banking, securities, fintech, and data aggregation industries. We are an equal opportunity employer. Come join us and be part of this exciting journey – check out www.akoya.com for more information!

The Role

As the Head of Support and Operations, you will play a critical role in overseeing the seamless delivery of support services and operational functions within our organization. You will be responsible for building and leading a high-performing team that ensures our clients receive exceptional service, technical assistance, and operational efficiency. Your primary focus will be on maintaining a world-class support infrastructure and optimizing operational processes to drive customer satisfaction and business growth.

Qualifications

Not all applicants will have skills that match a job description exactly. Akoya values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or has not followed a traditional path, do not let that stop you from considering Akoya. We are always looking for people who will bring something new to the table!

Responsibilities

Leadership and Strategy:

• Develop and execute the support and operations strategy aligned with the company's objectives and customer-centric approach.
• Build and manage a talented team of support professionals, including support engineers, and technical experts.
• Provide strong leadership and guidance to the support team, fostering a customer-centric culture and promoting teamwork.
• Monitor and ensure compliance with relevant industry regulations, data privacy, and security standards.
• Manage relationships with third-party vendors and service providers to ensure quality service delivery and cost-effectiveness.

Customer Support and Operations Management:

• Implement and manage efficient support processes and workflows to ensure timely resolution of customer inquiries, issues, and escalations.
• Implement customer feedback mechanisms to gather insights and drive improvements specifically for our platform.
• Maintain and administer service level agreements (SLAs), metrics, and KPIs to measure and improve the performance of the support and operations team.
• Develop and maintain comprehensive knowledge resources, documentation, and self-help materials to empower customers and support agents.

Cross-functional Collaboration:

• Collaborate closely with cross-functional teams, including Product Development, Growth, and Marketing, to align support and operational activities with business objectives.
• Coordinate with stakeholders to prioritize and address customer-related issues and escalations.
• Serve as the key point of contact for customer support-related communications and escalations specific to our platform.

Qualifications

• Bachelor's degree in a relevant field (e.g., Business Administration, Finance, Computer Science) or equivalent practical experience.
• Experience in implementing support tools like Jira Service Management to address client issues. 
• Ability to guide and mentor teams to use tools like Datadog to create & monitor performance dashboards and proactively monitor for potential issues. 
• Experience using Customer Relationship management (CRM) platforms for case management.  (Salesforce or similar platforms preferred)
• Proactive and customer-oriented mindset with a passion for delivering excellent support and driving customer satisfaction.
• Demonstrated track record in building and managing high-performing teams, including hiring, training, coaching, and performance management.
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across different teams and levels of the organization.
• Analytical mindset with the ability to leverage data and insights to drive operational improvements and decision-making and ability to prioritize and manage multiple projects