Descripción de la oferta
Technical Customer Support Manager
Payments & Integrations (Confidential Fintech Opportunity)
About the Role
A fast-growing international fintech company is looking for a Technical Customer Support Manager to lead and scale its customer support and technical operations function across multiple European markets.
This role combines operational leadership with strong hands-on technical capability, ensuring high-quality incident resolution, reliable payment processing, and seamless merchant integrations across the full customer lifecycle.
You will act as a key bridge between customer-facing teams and internal technical functions, driving service quality, operational performance and continuous improvement in a dynamic and regulated environment.
Role Purpose
The Technical Customer Support Manager is responsible for leading and developing a multi-level customer support function within a fast-paced, technology-driven environment.
The role ensures effective handling of customer incidents, supports reliable system performance, and contributes to a consistent and high-quality service experience across the customer lifecycle.
Combining operational leadership with strong technical understanding, the position requires the ability to engage in technical troubleshooting when needed, interpret integration behaviour, and support teams in resolving complex issues.
Working closely with cross-functional stakeholders, the role plays a key part in strengthening processes, improving service delivery, and building scalable support capabilities aligned with business growth.
Key Responsibilities
Lead and develop a multi-level customer support function, ensuring effective collaboration across frontline and technical support teams
Oversee the resolution of customer incidents, ensuring issues are handled efficiently, prioritised appropriately, and escalated when required
Act as a senior point of escalation for complex or high-impact technical cases, supporting teams in diagnosis and resolution
Maintain the ability to engage directly in technical troubleshooting when needed, including analysing integrations, reviewing logs and interpreting API behaviour
Ensure a high standard of support during merchant onboarding and post-go-live phases, contributing to a smooth and reliable customer experience
Monitor operational performance through defined KPIs, identifying trends, risks and opportunities for improvement
Work closely with Engineering, Product and other internal teams to ensure alignment between technical capabilities and customer needs
Drive continuous improvement across processes, tools and workflows, enhancing efficiency and service quality
Support the development of internal knowledge, documentation and best practices to strengthen overall team capability
Contribute to building a scalable, structured and high-performing support organisation in a fast-paced environment
Requirements
~ Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)
~6–8+ years of experience in technical support, integrations, or fintech environments
~3–5+ years of experience managing customer support or technical teams
~ Strong hands-on understanding of:
~ Payment gateways and acquiring
~ Payment lifecycle (authorisation, authentication, capture, settlement, refunds)
~ APIs and integration patterns
~ Proven experience in:
~ Incident management and escalation handling
~ Root cause analysis in technical environments
~ Cross-functional collaboration
~ Experience working with support tools, CRMs or ticketing systems
~ Experience in high-growth or international environments is a strong plus
~ Fluent English required (additional European languages are a plus)
