Technical Support Manager
Madrid / Hybrid | FERO
About FERO
We're not here to build just another SaaS.
At FERO, we help eCommerce brands fix one of the most critical (and broken) parts of their business: checkout.
More conversions. Less friction. Real impact.
We're growing fast, moving faster, and building a team that takes ownership, moves with urgency, and actually cares about what we're shipping.
Now we're looking for someone to own one of the most important parts of the company:
Support.
The Role (or: why you matter)
You're not "just support".
You're the frontline of the product.
The translator between chaos and clarity.
The person who turns "something is broken" into "here's exactly what we fix next."
Every ticket, bug, complaint, and "WTF is happening?" moment flows through you.
You'll:
* Keep customers informed and confident
* Keep engineers focused on what matters
* Keep product aligned with reality
What you'll actually do
* Own the full support lifecycle — from "help " to "fixed "
* Turn messy issues into clear, actionable tickets
* Spot patterns before anyone else does
* Be the voice of the customer inside product discussions
* Build our support system from the ground up (processes, workflows, knowledge base)
* Manage incidents like a pro — calm, clear, in control
* Work closely with Product to prioritise what gets fixed next
What we're looking for
* Experience in SaaS support (you've been in the trenches before)
* Fluent English — written and spoken
* You can read: API logs / JSON responses / error messages (You don't need to code, but you get it)
* You're organised without being rigid
* You can juggle multiple priorities without dropping things
* Experience with tools like Jira, Linear, Intercom, Zendesk
* You care about root causes, not just closing tickets
Bonus points if:
* You've worked in eCommerce / payments / checkout
* You've helped build support processes from scratch
Who you are
* You communicate like a human (not like a robot)
* Customers trust you instantly
* You're proactive — you fix things before being asked
* Pressure doesn't stress you — it sharpens you
* You like building things from zero
Why join FERO?
* Real ownership — you'll shape how support works here
* Direct impact on product decisions
* Fast-moving team, no corporate nonsense
* Work on problems that actually affect revenue
* Build something from early stage → scale
Ready?
If you're the kind of person who:
* sees chaos and thinks "I can fix this"
* enjoys being at the intersection of product, tech, and customers
* wants to build, not just maintain
We want to talk.