IT Customer Support Manager

We serve a diverse array of local and international brands both online and in-store, spanning various sectors. We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Furthermore, our solutions are designed with accessibility in mind, offering features that cater to the visually impaired, ensuring everyone can engage in the modern commerce landscape.

Por favor, presente su candidatura sin demora si su perfil encaja bien con este puesto, debido al alto nivel de interés.

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.

Lead and develop a multi-level customer support function, ensuring effective collaboration across frontline and technical support teams
Act as a senior point of escalation for complex or high-impact technical cases, supporting teams in diagnosis and resolution
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
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

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 ability to read, understand and work with code (PHP and JavaScript required), including analysing and validating integration-related issues independently
~ Experience working with support tools, CRMs or ticketing systems
~ Fluent English required (French is a plus)

Incident management and escalation handling
Root cause analysis in technical environments
We strive to create an environment where individuals feel trusted, supported and challenged to grow, with regular feedback and meaningful follow-up.
it is a shared responsibility.
Competitive salary package with a permanent contract
Flexible working hours and a wellbeing-focused intensive summer schedule.

Hybrid working model
Free language courses (Spanish, French, English) to support your global career
Involvement in exciting and innovative fintech projects

We believe in equal employment opportunity, a culture built around gender-balanced development opportunities for our professionals, a flexible and healthy working environment, and general equality in the workplace.

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