Senior Technical Support & Escalations Lead

PayXpert; Barcelona; Presencial; EUR 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary with permanent契

Flexible working hours

International teams (Spain/France/UK)

Engagement events

Career development opportunities

Language courses (Spanish, French, and

Fintech projects

Descripción de la vacante

PayXpert is seeking a Technical Customer Support Manager to lead and develop a multi-level support function in a fast-paced fintech environment. You will manage incidents, engage in API troubleshooting, and collaborate with Engineering and Product to align technical capabilities with customer needs.

The role emphasizes continuous improvement, onboarding support excellence, and scalable processes across Spain, France and the UK. Fluent English is required with French a plus.

Formación

• 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
• 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)
• Payment gateways and acquiring
• APIs and integration patterns
• Incident management and escalation handling
• Root cause analysis in technical environments
• Cross-functional collaboration

Responsabilidades

• 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

Conocimientos

Technical leadership

Customer support

APIs & integration

Incident management

Cross-functional collaboration

Educación

Bachelor’s degree in Computer Science or Engineering

Herramientas

CRM systems

Ticketing systems

Descripción del empleo

PayXpert is seeking a Technical Customer Support Manager to lead and develop a multi-level support function in a fast-paced fintech environment. You will manage incidents, engage in API troubleshooting, and collaborate with Engineering and Product to align technical capabilities with customer needs.

The role emphasizes continuous improvement, onboarding support excellence, and scalable processes across Spain, France and the UK. Fluent English is required with French a plus.