Summary:

The Digital Banking Lead is the primary technical expert for our digital banking platform, including online banking, mobile banking, and their integrations with the core system and third-party vendors. This role leads pilot feature releases with key clients, directs the response to high-severity incidents, and mentors the Digital Banking Support team. The Lead works cross-functionally with Product, Development, and QA to ensure the support team is prepared, clients are well served, and every release is delivered with quality.

Supervisory Responsibilities

- Serve as the escalation authority for the Digital Banking Support team
- Provide technical mentorship and guidance to support staff
- Train the support team on new features before each pilot release
- Lead post-incident and post-release reviews
- Contribute to performance feedback for team members

Duties and Responsibilities

- Lead pilot feature releases with key clients, including readiness checks, UAT and regression testing, go/no-go decisions, and post-release monitoring
- Coordinate release plans and timelines with Product, Development, and QA, and track defects through resolution
- Act as the primary point of contact for key clients during feature releases, gathering feedback and reporting findings to Product
- Train the support team on new features before release and create the supporting documentation, ensuring readiness on day one
- Independently lead Sev1 and Sev2 incidents, including client communication and cross-functional coordination
- Direct troubleshooting for login, authentication, bill pay, transfers, mobile app, and integration issues using SQL, logs, and API responses
- Conduct root cause analysis and lead post-mortem documentation for critical incidents
- Meet or exceed 90% of SLA commitments
- Demonstrate proficiency in, and the ability to train others on, at least 70% of digital banking products and features




- Build and maintain a repeatable release and testing process, and drive continuous improvement in documentation and the knowledge base

Required Experience

- 4–7 years of technical support experience, with at least 2–3 years in digital banking, fintech, or core banking systems
- Experience supporting online and mobile banking platforms
- Experience with authentication, multi-factor authentication (MFA), and user access management
- Experience with bill pay, internal and external transfers, ACH, and payment workflows
- Experience with integrations between digital banking, core systems, and third-party vendors
- Working knowledge of SQL, APIs, and system logs for troubleshooting
- Proven experience leading Sev1 and Sev2 incidents, including root cause analysis and post-mortems
- Proven experience leading software releases or implementations with external clients, including UAT and regression testing
- Experience leading or mentoring a team, either as a direct supervisor or as a technical lead and escalation point

Skills and Abilities

- Ability to lead high-severity incidents with professionalism and composure
- Excellent written and verbal communication, including explaining technical concepts to clients and leadership
- Ability to design and deliver practical training for technical and non-technical audiences
- Strong project coordination skills, with the ability to manage several releases at once
- Strong cross-functional collaboration skills
- Service-oriented mindset with a strong commitment to client advocacy

Perks

- 100% Remote work
- Compensation in USD
- Flexible working hours (results-oriented, not time-based)
- Paid time off (PTO)
- Learning & development budget (courses, certifications, events)
- Work with international teams and general products
- High ownership and autonomy in product decisions
- Opportunity to grow into Lead / Head of Product roles
- Access to AI tools and innovation-driven environment

Apply Now!

📌 Digital Banking Support Supervisor (Colombia)
🏢 Blossom
📍 Colombia