Technical Support Lead

paytech; Wrocław; Hybrid; PLN 167,000 - 279,000; Full time

Benefits offered by this job

Competitive salary package and bonuses

Friendly, dynamic, multicultural work

Hybrid work after probation period

Job summary

paytech is a next-generation payment technology company focused on delivering secure, scalable, and frictionless payment solutions for businesses worldwide. Our payment gateway powers thousands of merchants, and we are now expanding its capabilities with new, innovative functionality.

We are looking for a Technical Support Lead to join our Customer Experience team and take ownership of daily support operations, team performance, and merchant escalations.

Qualifications

• Minimum 2 years of experience in B2B payments and understanding of payment processing lifecycles.
• Experience leading, mentoring, or coaching support professionals.
• Strong ownership of operations, queues, and escalations in fast-paced environments.
• High emotional intelligence with coaching maturity.
• Curiosity and continuous learning mindset; can translate cases into shared knowledge.
• Knowledge of payment systems, APIs, and basic SQL/database queries; familiarity with 9-Box Talent Grid.
• Native-level Russian and English at B1 level or higher.

Responsibilities

• Own shift and inbox performance, ensuring efficient workload and high-quality responses.
• Stay close to frontline operations, review challenging cases and improve processes.
• Make 1:1 coaching a core part of people development and performance growth.
• Adapt leadership approach to individuals while maintaining standards and accountability.
• Own customer escalations and guide investigations with stakeholders for timely resolution.
• Lead through curiosity, expand knowledge of payment systems and integrations.
• Partner with CX Knowledge, Training, and Digital teams to improve processes and merchant experience.

Skills

B2B payments

People coaching

Operational ownership

Emotional intelligence

Curiosity & learning mindset

Russian language

English language (B1+)

APIs knowledge

SQL basics

9-Box Talent Grid knowledge

Tools

SQL

APIs

Job description

paytech is a next-generation payment technology company focused on delivering secure, scalable, and frictionless payment solutions for businesses worldwide. Our payment gateway powers thousands of merchants, and we are now expanding its capabilities with new, innovative functionality.

We are looking for a Technical Support Lead to join our Customer Experience team and take ownership of daily support operations, team performance, and merchant escalations.

Key responsibilities:

• Own shift and inbox performance, ensuring efficient workload distribution, timely and accurate responses, effective case prioritization, and consistent support quality across shifts.
• Stay close to frontline operations, proactively reviewing challenging cases, shift handovers, unresolved issues, and recurring mistakes. Work alongside associates to solve problems, understand knowledge gaps, and continuously improve response accuracy and efficiency.
• Make 1:1 feedback and coaching the foundation of people development, building individual relationships, understanding what motivates each associate, and using thoughtful questions, honest feedback, and regular reflection to drive growth.
• Adapt your leadership approach to the individual, recognizing when to challenge, when to encourage, and when to listen, while maintaining high standards, personal accountability, and a supportive team environment.
• Own customer escalations raised by the team, taking responsibility for complex or sensitive merchant issues, guiding technical investigations, coordinating with relevant stakeholders, and ensuring timely resolution and clear communication.
• Lead through curiosity and continuous learning, actively deepening your understanding of payment systems, products, and technical integrations while learning from your associates and turning daily challenges into shared knowledge.
• Partner with CX Knowledge, Training, and Digital teams, sharing frontline insights, identifying recurring knowledge gaps, and contributing to improvements in support processes, associate capabilities, and the overall merchant experience.

Requirements:

• Minimum 2 years of experience in B2B payments, with a solid understanding of payment processing, transaction lifecycles, merchant operations, and technical support challenges.
• Experience leading, mentoring, or coaching support professionals, with a genuine interest in understanding people, helping them grow, and building strong relationships through continuous feedback.
• Strong operational ownership, with the ability to manage support queues, shift performance, response efficiency, accuracy, and customer escalations in a fast-paced environment.
• High emotional intelligence and coaching maturity, with the ability to ask meaningful questions, recognize individual motivations and challenges, and balance empathy, encouragement, and constructive pressure.
• Intellectual curiosity and a continuous learning mindset, demonstrated through proactive problem-solving, willingness to learn from others, and consistent investment in technical and professional development.
• Understanding of people development frameworks, including the 9-Box Talent Grid, alongside practical knowledge of APIs, payment systems, and basic SQL/database queries.
• Native-level Russian and English at B1 level or higher, with the ability to communicate clearly, navigate difficult conversations, and provide constructive feedback.

What We Offer:

• Competitive salary package and performance-based bonuses;
• A friendly, dynamic, and multicultural environment where your contributions are valued;
• The option to work in a hybrid format after the probation period.