Customer Software Support Manager

Payxpert; Barcelona; Híbrido; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Free language courses (Spanish, French

Hybrid working model

Permanent contract

Descripción de la vacante

Payxpert busca un Gerente de Soporte Técnico al Cliente para liderar un equipo multilingüe en un entorno fintech. Coordinará incidentes, garantizará rendimiento del sistema y mejorará la experiencia a lo largo del ciclo de vida del cliente.

Se requieren 6–8 años en soporte técnico/fintech y 3–5 años de gestión. Se valora lectura de código (PHP/JS) y fluidez en inglés; el francés es un plus. Hybrid y contrato permanente ofrecen estabilidad y desarrollo profesional.

Formación

• Título universitario requerido en CS/ingeniería o campo relacionado.
• 6–8+ años de experiencia en soporte técnico, integraciones o fintech.
• 3–5+ años gestionando equipos de soporte o técnicos.
• Capacidad para leer y entender código (PHP y JavaScript) e identificar problemas de integración.
• Experiencia trabajando con herramientas de soporte, CRM o sistemas de tickets.
• Inglés fluido obligatorio (francés es un plus).

Responsabilidades

• Liderar y desarrollar una funcíon de soporte al cliente de varios niveles.
• Ser punto de escalación para casos técnicos complejos.
• Garantizar un alto estándar de soporte durante onboarding y fases post-lanzamiento.
• Monitorear KPIs operativos y proponer mejoras.
• Desarrollar conocimiento, documentación y buenas prácticas dentro del equipo.
• Contribuir a una organización de soporte escalable y de alto rendimiento.

Conocimientos

Code literacy (PHP/JS)

Customer support leadership

Fintech experience

Support tools / CRMs

Educación

Bachelor’s degree in Computer Science, Engineering, or related field

Herramientas

Support tools / CRMs

Descripción del empleo

Descripción del trabajo

We serve a diverse array of local and international brands both online and in-store, spanning various sectors. We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. 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.

Lead and develop a multi-level customer support function, ensuring effective collaboration across frontline and technical support teams Act as a senior point of escalation for complex or high-impact technical cases, supporting teams in diagnosis and resolution 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 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

• 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


• ~ Fluent English required (French is a plus)

Incident management and escalation handling Root cause analysis in technical environments We strive to create an environment where individuals feel trusted, supported and challenged to grow, with regular feedback and meaningful follow-up. it is a shared responsibility. Competitive salary package with a permanent contract Flexible working hours and a wellbeing-focused intensive summer schedule.

Hybrid working model Free language courses (Spanish, French, English) to support your global career Involvement in exciting and innovative fintech projects

We believe in equal employment opportunity, a culture built around gender-balanced development opportunities for our professionals, a flexible and healthy working environment, and general equality in the workplace.

The personal data collected is intended for PAYXPERT and used to process your application with a view to possibly offering you an employment contract. It is intended for use by the departments responsible for recruitment. In accordance with Regulation (EU) 2016/679 of 27 April 2016 on the protection of personal data, you have the right to access, rectify, delete, portability and limit the Processing of Data concerning you. You may also, for legitimate reasons, object to the Processing of your Data. For more information on the Processing of your Personal Data by PAYXPERT, please consult your privacy policy available on our website at the following address: ]]