Technical Support Team Lead

Madfish; United Kingdom; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

A fast-growing FinTech company is seeking a Technical Support Team Lead to enhance support operations. You'll oversee daily tasks, manage a small team, and ensure high-quality service. The ideal candidate has experience in Tech Support within a FinTech environment, strong understanding of payment infrastructure, and excellent communication skills. Benefits include generous paid time off, health insurance, and professional development budgets.

Benefits

23 days of paid time off

Additional vacation days

Co-working reimbursement up to €200/month

Private health insurance

Annual well-being budget up to €500

Annual learning & development budget up to €500

Qualifications

• Proven experience in a Tech Support role within a FinTech or payments environment.
• Ability to manage routine workflows with high attention to detail.
• Strong English communication skills (spoken and written).

Responsibilities

• Oversee and structure the day-to-day work of the technical support team.
• Work hands-on with support queries and system tasks.
• Onboard, train, and manage support specialists.

Skills

Tech Support experience in FinTech

Understanding of payment infrastructure

Managing teams

Attention to detail

Strong communication skills

Tools

Ticketing systems

Operational tools

Job description

Overview

We are looking for a Technical Support Team Lead to drive the development and optimization of support operations within a fast-growing FinTech product. This is a key role focused on delivering process efficiency, mentoring a small team, and maintaining high service quality in a business-critical environment.

Responsibilities

• Oversee and structure the day-to-day work of the technical support team
• Work hands-on with support queries and system tasks, ensuring resolution and process clarity
• Onboard, train, and manage support specialists, ensuring quality and performance
• Collaborate with the Business Development team to streamline merchant-related workflows
• Monitor and optimize internal support processes and documentation

Qualifications

• Proven experience in a Tech Support role within a FinTech or payments environment
• Strong understanding of payment infrastructure, including routing, merchants, chargebacks
• Experience working with ticketing systems and operational tools
• Ability to manage routine and sometimes repetitive workflows with high attention to detail
• Previous experience mentoring or managing a small team (1–2 people)
• Clear, structured communicator with a hands-on attitude
• Strong English communication skills (spoken and written)

Nice to Have

• Experience as a Senior Support Specialist looking to transition into a lead role
• Experience building SOPs and internal documentation from scratch
• Background in working with crypto and banking-related support tickets
• Structured mindset, process-oriented thinking, and calm under pressure

Benefits

• 23 days of paid time off + 12 paid sick days
• Additional vacation days
• Public holidays according to Spain HQ (Barcelona)
• Co-working reimbursement up to €200/month
• Private health insurance (after probation)
• Annual well-being budget up to €500
• Annual learning & development budget up to €500