Technical Support Team Lead
Remote
Description
We’re looking for Technical Support Team Lead to take ownership of our support operations and lead a small team of specialists. You’ll become a part of the Business Development team, working at the intersection of product, payments, and client operations. You’ll be the bridge between our technical platform and business needs - handling escalations, configuring integrations, and improving the overall customer support experience.
If you’ve worked in fintech, love systems and logs, and want to mentor a small team while staying hands-on - we’d love to hear from you.
Responsibilities:
- Lead and coach a team of 2 Support Specialists - share knowledge, structure workflows, and foster a positive, results-driven culture
- Own technical support operations: oversee escalations, incident handling, monitoring dashboards, and merchant inquiries
- Configure payment routing and test payment methods for proper integration and flow
- Use tools like Postman, Grafana, and OpenSearch to investigate technical issues, analyze logs, and monitor key metrics
- Work with merchants on integration support and review setup following technical requirements
- Collaborate cross-functionally with Business Development teammates, Product, Tech, and Compliance colleagues on complex cases and escalations
- Maintain and improve internal knowledge bases, monitoring dashboards, alerts, and operational visibility
- Track and optimize key support metrics like SLA compliance, FRT, AHT and others
- Analyze recurring issues, feedback loops - propose and implement improvements
- Take part in new feature launches to ensure smooth handling of requests and technical consistency
Requirements:
- Experience in a technical support in FinTech
- Understanding of support process optimization (SLAs, KPIs, workflows, escalations, training)
- Hands-on experience with Postman, OpenSearch, Grafana, or similar tools
- Confident using logs, APIs, and monitoring tools to investigate and resolve issues
- Basic SQL for running queries and investigating anomalies
- Experience working with ticketing/CRM systems and analytics tools
- Strong communication skills - written and spoken English (Upper Intermediate+)
- Empathy, clarity, and patience in communication
- Proactive and solution-focused - someone who finds patterns and brings clarity into chaos
What we offer:
- A team that values clarity, care, and getting things done
- Public holidays according to the HQ location (Barcelona, Spain)
- 23 vacation days, paid sick leaves and additional days off
- Coworking reimbursement
- Medical insurance and well-being budget
- Learning & development budget