PayXpert
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is a pioneer in omnichannel payments and a subsidiary of the Société Générale group. We serve a diverse array of local and international brands both online and in-store, spanning various sectors. At the heart of our vision is the creation of a payment ecosystem that fosters an inclusive commerce experience for all.
We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Our expertise extends to cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay. 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.
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 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
Experience in high-growth or international environments is a strong plus
Fluent English required (French is a plus)
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
Our Culture & Ways of Working
Our culture is built around people, ownership and continuous progress. We strive to create an environment where individuals feel trusted, supported and challenged to grow, with regular feedback and meaningful follow-up.
We value collaboration over hierarchy. Ideas can come from anywhere, and every voice matters;
we expect our teams to contribute, challenge and shape the way we work.
We are strongly product-oriented, with a hands-on mindset and a genuine openness to new ideas. xhfqzwm Innovation is not limited to specific teams;
it is a shared responsibility.
We believe in continuous improvement over perfectio