What we do

We are a global tech solutions company that believes Collaboration Betters The World.

Leveraging strategy, technology, and design, we partner with organizations worldwide to offer comprehensive solutions from idea conception to product realization. We work with people around the globe to advise, build, run, and support the creation of products with purpose.

What We Are Looking For

We are looking for a dedicated and experienced Support & Operations Manager with a strong NOC and SRE mindset to guide, mentor, and manage our team of Support Analysts. This team is the first point of contact for clients using our sophisticated fintech platform. The adecuado candidate will be a strong leader with a deep understanding of help desk operations in a technical, fast-paced environment. You will be responsible for overseeing the day-to-day activities of the support team, ensuring performance targets are met, and driving initiatives to enhance the overall quality, security, and efficiency of our support services.

Key Responsibilities:

Team Leadership & Development: Lead, mentor,



and develop a team of Level 1 Support Analysts, fostering a collaborative and high-performance culture focused on resolving complex technical and financial application issues.
Performance Management: Define, monitor, and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) to ensure the team consistently meets and exceeds performance targets in a high-stakes environment.
Data Analysis & Reporting: Analyze help desk metrics to identify trends, root causes of issues within the platform, and areas for improvement. Prepare and present regular performance reports to IT and Product leadership.
Knowledge Management: Oversee the development and maintenance of support documentation, including detailed knowledge base articles, troubleshooting guides for financial software features, and standard operating procedures (SOPs).
Workflow Optimization: Manage team schedules, daily w

📌 Technical Support Manager (Bogotá)
🏢 CBTW Americas
📍 Bogotá