Technical Customer Support Manager

PayXpert; Barcelona; Híbrido; EUR 50.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working hours

Free language courses

Employee referral bonus program

Descripción de la vacante

PayXpert is seeking a Technical Customer Support Manager to lead a multi-level support function in a dynamic fintech environment. The role involves overseeing customer incidents, engaging in technical troubleshooting, and ensuring high standards of service throughout the customer lifecycle. The ideal candidate will have a Bachelor's degree, extensive technical support experience, and fluency in English.

The position offers a competitive salary package, flexible working hours, and opportunities for continuous learning in a diverse and collaborative setting across Spain, France, and the UK.

Formación

• 6–8+ years of experience in technical support, integrations, or fintech environments.
• 3–5+ years of experience managing customer support or technical teams.
• Experience in high-growth or international environments is a strong plus.

Responsabilidades

• Lead and develop a multi-level customer support function.
• Oversee resolution of customer incidents efficiently.
• Act as a senior point of escalation for complex technical cases.
• Engage in technical troubleshooting when needed.

Conocimientos

Technical troubleshooting

Cross-functional collaboration

Incident management

APIs and integration patterns

Fluent English

Root cause analysis

Educación

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

Herramientas

Support tools

CRMs

Ticketing systems

Descripción del empleo

PayXpert is a pioneer in omnichannel payments and a subsidiary of the Société Générale group. We serve a diverse array of local and international brands both online and in-store, spanning various sectors. At the heart of our vision is the creation of a payment ecosystem that fosters an inclusive commerce experience for all.

We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Our expertise extends to cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay. 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.

Key Responsibilities

• 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 capabilityContribute to building a scalable, structured and high-performing support organisation in a fast-paced environment

Requirements

• 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

Compensation & Stability

• Competitive salary package with a permanent contract
• Flexible working hours and a wellbeing-focused intensive summer schedule.
• International, diverse and collaborative teams across Spain, France & the UK
• Regular engagement events to build strong connections
• Real ownership and visible impact on key HR initiatives
• Continuous learning opportunities tailored to your development plan
• Free language courses (Spanish, French, English) to support your global career
• Involvement in exciting and innovative fintech projects

Recognition & Rewards

• Employee referral bonus program

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.