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.