Technical Support Lead: Hybrid Growth & Mentoring

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.