About the Company: SmartCore is a fintech holding building infrastructure for the next generation of payments.
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Our solutions cover the entire financial operations cycle — from core banking and processing to cards, wallets, and anti-fraud systems.
Over the last 6 years, we have built a robust infrastructure in the EU, launched our own payment products, and continue to grow rapidly.
As we expand our operational footprint, we are looking for a Head of Support for a qualitative transformation of our customer support department.
This is a key role for a leader ready to take full ownership of our service infrastructure.
The Goal: Your mission is the complete reorganization of the support department .
We need you to build transparent business processes and ensure rigid, real-time control over service standards across all levels.
What You’ll Do: Process Re-engineering: Conduct a full audit of the current state, then design and implement new operational regulations and workflows.
Operational Management: Control the efficiency of L1/L2 support lines, manage workload distribution, and monitor response quality.
Incident Management: Oversee the handling of critical incidents and key cases in real-time; ensure zero tolerance for SLA delays.
Cross-functional Collaboration: Formulate technical requirements (Bug Reports / Feature Requests) for the IT department and track their implementation.
Communication Governance: Monitor the quality of interactions with key B2B clients (merchants) to drive retention and loyalty.
People Management: Optimize team structure, set KPIs, provide training, and make strategic hiring/firing decisions.
Our Ideal Candidate: Professional Experience: 3–5 years in a leadership role within Support or Operations (specifically in Fintech, Payment Processing, or E-commerce ).
Hard Skills: Deep understanding of transaction mechanics, payment systems (Visa/Mastercard), and the factors affecting conversion rates.
Soft Skills: Strong organizational abilities, a knack for building discipline in distributed teams, and the ability to perform under high-pressure.
Languages: Fluent English (Upper-Intermediate) is your primary working language.
Russian is a significant advantage for internal team communication.
Education: Higher education (technical or economic background is a plus).
What We Offer: Direct Impact: You report directly to the company founders with broad authority to reform the department and manage your staff.
Professional Environment: Work within a fast-growing international holding with minimal bureaucracy.
Competitive Package: A solid salary and an annual bonus based on your KPI performance.
Location Flexibility: We are based in Barcelona and offer remote or hybrid work options across Europe.
Feel like there is a match? xpzdshu Feel free to apply directly via LinkedIn or by sending your CV to stanislav.pavlov[@] — if you’re ready for serious operational challenges and want to build a system you can be proud of!