You will lead a customer support team specializing in pensions, acting as the primary subject matter expert and liaison with the product team. Your role involves managing team performance, ensuring regulatory compliance, and driving continuous improvement in customer service operations.
You will co-own the architecture of the data platform, designing and building scalable data pipelines while defining engineering standards. Additionally, you will provide technical leadership and mentorship to the data engineering team to ensure high-quality, data-driven outcomes.
Own performance and scalability across 30+ microservices by embedding performance thinking into the delivery plan and defining SLOs. Design and build automated performance tests in CI/CD pipelines and diagnose root causes of regressions across distributed systems.
Handle customer queries via live chat, email, and social media while troubleshooting technical issues to optimize user experience. Report bugs and UX issues to the team and actively participate in the growth and development of the app.
