Overview:
SOFTSWISS continues to expand the team and is looking for a Technical Account Managers Team Lead. We need a true, experienced, and accomplished professional who shares our culture and values.
About Product:
SOFTSWISS Casino Platform
Full-service modular software platform to manage online casino operations.
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Key responsibilities:
- Team Management:
Monitor and improve team productivity, client satisfaction, and response times
Ensure adherence to service standards and accuracy in issue resolution
- Talent Development:
Conduct regular performance reviews and provide constructive feedback
Create individual development plans for employees based on feedback
Drive employee engagement, growth, and retention
- Escalation & Conflict Resolution:
Resolve critical issues (escalations from TAMs and other teams)
Efficiently manage internal and external conflicts
Reduce the frequency of recurring issues
- Reporting & Analytics:
Deliver clear and timely reports to the Head of Department
Maintain accuracy and completeness in KPI reporting
- Process Improvement:
Continuously optimize processes to enhance efficiency and service quality
Requirements:
- Proven leadership and people management skills, including talent development and performance evaluations
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills with the capacity to manage multiple priorities in a fast-paced environment
- Fluency or proficiency in English, with a minimum level of B2 or higher
- Fluency or proficiency in Russian, with a minimum level of C1 or higher
- Desire and ability to learn new concepts, tools, and methodologies quickly
- Previous work experience in large-scale software development environments
- Familiarity with Application Programming Interfaces (APIs); basic understanding of multi-tenant architecture, knowledge of proxying and related network concepts, GitLab CI/CD pipelines, comprehension of data-driven systems
- Command of markup web languages (HTML, CSS); Basic knowledge of modern frontend frameworks, particularly React; Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles and responsive design practices
- Experience with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA
Learn more about our hiring process here (link) – what to expect, how to prepare, and what makes SOFTSWISS different.