Engineering Manager - Customer Support Systems

Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart.

In the Customer Support Systems tribe, we are focussed on developing internal applications for our Customer Support department. Our travel agents require highly customized and stable tools, in order to help serve our customers with any potential issue they might encounter. Our main goal is to automate our processes for Customer support, and to create a common interface where both front-office and back-office agents can access information and work collaboratively.

What you will do

• Leading a team of Engineers, you will be responsible for your team's overall performance, development and success at work.
• You will be accountable for the end-to-end delivery of the projects within your team's scope.
• You’ll help our Engineers grow their skills and experience while maintaining strong working relationships with your team.
• You’ll provide technical and team leadership through coaching, mentoring, and issue resolution.
• You will prioritize features and technical areas that your teams engage with, and establish the overall feature map of CS systems engineering.
• As a player-coach, you'll be responsible for the high-level technical vision across your teams, while also contributing to product architecture and technical solution design.
• Actively collaborate with our product management teams on agile processes and product roadmaps.
• You’ll utilize your managerial experience to act as the escalation point of cross-team issue resolution, and establish policy when required.

What you will need

• You are a proven leader, with significant previous experience leading and managing technology teams to deliver to product and business outcomes successfully.
• You bring demonstrated excellence in stakeholder management with an ability to build and maintain trusting relationships with a range of business and technical stakeholders.
• Strong problem-solving and analytical skills to effectively troubleshoot, analyze processes, resolve issues, and communicate with senior stakeholders.
• You have a comprehensive technical knowledge in software design patterns, SQL and no-SQL databases, debugging, monitoring, containerization, testing, git, CI/CD, and networking.
• Proven track record in AI implementation that has enhanced efficiency and automation within teams or products.
• Strategic thinking skills with a holistic perspective and robust business acumen.
• Innovative and agile team mindset, empowering a high-performing team environment.

We offer you

• Annual financial bonus based on company and individual performance.
• We give our employees the freedom to choose between the environment of work from home and our modern office located in ZET Nová Zbrojovka with an in-house gym, masseur, sleeping spots, canteen, showers, chillout zones, free refreshments, Rebelbeans coffee, garage for cars/motorbikes/bicycles.
• We enjoy benefits, such as meal vouchers, 25 days of paid vacation, Cafeteria, sick days, VIP Medical Care, Multisport card, Makro Cash & Carry Card, Employee Assistance Program, and career development framework.
• Relocation package (including visa transfer support).
• We're rewarding Kiwis with flight vouchers to celebrate their Kiwi anniversaries.
• Grow.Kiwi program which supports parents and keeps them engaged with the company.
• Dogs are welcome in our offices.

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Interested? Join us and help us make travel more accessible to all.

Kiwi.com is proud to be an equal opportunity workplace and employer. We review applications for employment without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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